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Child Support Specialist Certification
Job Profile Report
Child Support Specialist Certification Program Advisory Council
Report Prepared by
Betty Harris
University of Oklahoma
E-TEAM
June, 2003
Child Support Specialist Certification
Job Profile Report
Child Support Specialist Certification Program Advisory Council
Report Prepared by
Betty Harris
University of Oklahoma
E-TEAM
June, 2003
Child Support Specialist Certification Job Profile Summary 1
June, 2003
Executive Summary
The Child Support Certification Advisory Committee contracted with the University of Oklahoma E-TEAM
to develop a job profile for child support specialists for use in developing the certification
program. Focus groups and work groups were used to identify tasks performed and the knowledge and
skills needed for doing child support enforcement within six job areas: case initiation, locate,
establishment, finance, enforcement and interstate. Generalists who perform tasks in more than one job
area were also included in the process. A researcher from the OU E-ETEAM shadowed child support
specialists in each job area and observed the tasks performed. Child support specialists also completed an
online survey developed from the identified knowledge, skills and tasks for each job area. Child support
specialists rated each area of knowledge and skills (38 items) or task (66 items) on how important they
think it is for their identified job area. Child support specialists also indicated what percent of their time
is usually spent on each task.
One hundred and sixty online surveys were
completed from 31 child support district offices.
Survey respondents reported having worked an
average of 5 years in child support enforcement
and 3.9 years in the job area they rated. Thirty-five
percent reported working in child support
enforcement for five or more years. Twenty-five
percent reported working in the job area they rated
for five or more years. Sixty percent of
respondents report having completed a college
degree (See Table 2, Page 13).
This report provides a summary of the similarities in ratings of knowledge, skills and tasks across the
identified job areas as well as a summary of the findings for each job area that includes the job profile
developed from the work groups; the importance ratings of areas of knowledge, skills and tasks for each
job area and the percent of time usually spent on each task; and narrative summarizing the job shadowing
visits.
Thirty-six percent of tasks were rated as very important by more than one of the job areas, however, there
was variation in importance ratings of the tasks across job areas:
· Only one out of the 66 tasks (record information in case log) was rated as very important by all
seven job areas.
· Thirty percent of tasks were rated as very important by only one of the seven job areas.
o Four tasks were rated as very important only by case initiation:
§ Build case in OSIS and create physical file.
§ Check OSIS and PS2 for existing case for any party on the application.
§ Check OSIS for child welfare case custody of children.
§ Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross-referenced.
o Two tasks were rated as very important only by establishment:
§ Prepare and file legal pleadings to establish support with court.
§ Prepare and file legal pleadings to establish paternity with court.
o Seven tasks were rated as very important only by finance:
§ Enter data on OSIS to build and update obligation.
Years Worked in Child Support
11+ Yrs
13%
< 1 Yr
14%
1-2 Yrs
27%
3-4 Yrs
24%
5-6 Yrs
9%
7-10 Yrs
13%
Child Support Specialist Certification Job Profile Summary 2
June, 2003
§ Update OSIS with information regarding Return Warrants/Cancelled by Statute.
§ Calculate interest.
§ Calculate Un-reimbursed Assistance.
§ Enter adjustments.
§ Submit State Office requests for adjustments: bad debt, erroneous overpayment,
transferred payments, or detainment of direct payments by CP.
§ Manually review Undistributed Payments..
o Seven tasks were rated as very important only by enforcement:
§ Implement Income Assignment enforcement action.
§ Implement Contempt enforceme nt action.
§ Prepare and file legal pleadings to modify order with court.
§ Implement Worker's Compensation enforcement action.
§ Implement Unemployment Benefits enforcement action.
§ Implement License Revocation enforcement action.
§ Implement Annual Notice enforcement action..
o Four tasks were rated as very important only by interstate:
§ Implement Uniform Interstate Family Support Act enforcement action.
§ Implement Registration of Foreign Support Order enforcement action with the appropriate
tribunal.
§ Prepare and send Outgoing Interstate referral packet to other state central registry.
§ Notify referring state and parties regarding case status and provide copies of pleadings and
notices.
There was much more overlap in importance ratings of the 28 areas of knowledge and skills.
Approximately one fourth of the knowledge/skills were rated as very important by all job areas:
§ Professional Behavior
o Understanding and abiding by the expectations for professional behavior, to include
understanding that CSS cannot give legal advice but can provide information on process;
maintaining confidentiality.
§ Analytical Skills:
o Attention to detail, accuracy, meticulous, thoroughness.
o Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
§ Child Support Specific
o Understanding the overall Child Support Enforcement process.
§ Communication/Interpersonal Skills
o Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and
redirect focus when needed.
§ Computer Skills
o Proficient at entering data into OSIS.
§ Organization Skills
o Organizational Skills (a system of organizing and prioritizing tasks) and time management.
o Able to manage high volume case-load.
§ Personal Attributes
o Able to work well in stressful situations and not take your work home with you.
o Confidence in ability to do your job.
Child Support Specialist Certification Job Profile Summary 3
June, 2003
Approximately half of the areas of knowledge and skills were rated as very important by more than one
job area.
Seven knowledge/skills were rated as very important by only one of seven job areas:
§ Locate
o Creativity, thinking outside the box.
o Critical and analytical thinking. Enjoys solving puzzles.
§ Establishment
o Knowledge of how many copies of which documents need to be in the case file and where they
should be located in the file.
o Knowledge of paternity presumptions and when genetic testing can be done.
§ Finance
o Can use formulas in MS Excel to calculate arrears, interest, etc.
§ Interstate
o Knowledge of which documents and forms are required for Interstate referrals.
o Proficient at using Microsoft Word.
The following tables and graphs summarize the tasks rated as most important and most time consuming
by staff rating each job area. Included are the tasks that were either rated as very important (Mean rating 3
or higher) or which on average take two percent or more of the worker’s time. The complete list of tasks
can be found in the appendices for each job area. In the following tables, tied ranks are an average of the
ranks for items with the same average rating. In the following graphs the rating scale for the importance
ratings is different than the time spent scale. For each task, importance ratings could only range between
zero (Not Important) and four (Extremely Important), whereas time spent on each task could range from
zero to 100%. Differences in the relative height of the bars for time spent and importance ratings reflect
this difference in scaling. For each job area, the tasks are sorted in descending order by the average
importance rating.
Child Support Specialist Certification Job Profile Summary 4
June, 2003
Task
Rank
Import-ance
Rank
% of
Time
Build case in OSIS and create physical file. 1 4.00 1 24.69
Check OSIS and PS2 for existing case for any party on
the application.
2 3.77 5 3.54
Determine Case Status (IV-D status). 3 3.62 12.5 1.92
Check OSIS for child welfare case custody of children. 4 3.54 6 3.31
Record information in case log. 5.5 3.23 2 6.31
Check court docket for orders on the case. 5.5 3.23 4 3.77
Determine if all IV-A, IV-E, non-IV-E, OJA, Disability
cases have been cross referenced.
7 3.15 9 2.08
Acquire and update address and current employment
information for NCP using manual locate process.
8.5 3.08 3 5.15
Verify accuracy of absent parent (NCP) legal status for
all children.
8.5 3.08 10.5 2.00
Request copies of orders if needed. 10 3.00 14 1.69
Review case to determine if paternity or support
establishment is needed.
12 2.69 8 2.15
Generate correspondence to parties. 13 2.62 10.5 2.00
Obtain service on NCP. 21 1.00 7 2.69
0 10 20 30
Importance
% of Time
Case Initiation
Thirteen tasks were rated as very important or as consuming 2% or more of case initiation specialists’
time. Case initiation specialists reported they spend almost one quarter of their time building cases in
OSIS and building physical files. They also rated this task as the most important of the tasks rated. Ten
tasks were rated on average as very important by case initiation specialists. Three tasks with lower
importance ratings were rated as consuming 2% or more of case initiation specialists’ time.
Child Support Specialist Certification Job Profile Summary 5
June, 2003
Locate
Only seven tasks were rated as very important or as consuming 2% or more of locate specialists’ time.
Locate specialists indicated they spend about one third of their time doing manual locate tasks. They also
rated manual locate as their most important task. Only two tasks were rated on average as very important
(mean importance rating of 3 or higher) manual locate and record information in case log. Five tasks
rated on average as somewhat or moderately important were rated as taking on average 2% or more of
locate specialists’ time.
Task
Rank
Import-ance
Rank
% of
Time
Acquire and update address and current employment
information for NCP using manual locate process. 1 3.67 1 32.78
Record information in case log. 2 3.33 2 6.67
Generate correspondence to parties. 5.5 2.56 6 2.22
Check court docket for orders on the case. 12.5 1.78 7 2.11
Verify accuracy of absent parent (NCP) legal status for
all children.
14 1.67 3 5.00
Obtain service on NCP. 16.5 1.56 4.5 4.00
Build case in OSIS and create physical file. 25.5 1.11 4.5 4.00
0 10 20 30 40
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 6
June, 2003
Establishment
Seventeen tasks were rated as very important or as consuming 2% or more of establishment specialists’
time. Establishment specialists indicated they spend about 17% of their time preparing and filing legal
pleadings to establish paternity and support. They also rated these two tasks as their most important tasks.
Three tasks rated on average as moderately important were rated as taking on average 2% or more of
establishment specialists’ time.
Task
Rank
Import-ance
Rank
%
Time
Prepare and file legal pleadings to establish support
with court.
1 3.82 1 8.46
Prepare and file legal pleadings to establish paternity
with court. 2 3.79 2 8.25
Review case to determine if paternity or support
establishment is needed.
3 3.71 10 3.71
Record information in case log. 4 3.64 4 6.07
Obtain service on NCP. 5 3.46 3 6.39
Determine next appropriate action with case. 6.5 3.39 14 2.29
Communicating verbally with parties. 6.5 3.39 6 4.93
Calculate current support according to current
Oklahoma guidelines. 8 3.36 5 5.79
Generate correspondence to parties. 9 3.25 11 3.61
Check court docket for orders on the case. 10.5 3.14 19 1.54
Calculate prior support due. 10.5 3.14 7 4.68
Close case if criteria are met for case closure. 12 3.11 12 2.61
Determine if Oklahoma has jurisdiction for a case or
can assert jurisdiction for an Interstate case.
13.5 3.00 26 1.14
Verify accuracy of absent parent (NCP) legal status for
all children. 13.5 3.00 24 1.29
Hold settlement conference. 15 2.93 8 4.46
Acquire and update address and current employment
information for NCP using manual locate process. 16 2.86 9 3.82
Check OSIS and PS2 for existing case for any party on
the application.
18 2.79 13 2.36
0 5 10
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 7
June, 2003
Finance
Fourteen tasks were rated as very important or as consuming 2% or more of finance specialists’ time.
Finance specialists indicated they spend about 11% of their time building obligations in OSIS, a little over
8% of their time preparing arrearage computations and almost 8% of their time entering adjustments.
They rated “entering adjustments” as their most important task followed by building obligations and
reading orders. Only one task rated on average as moderately important was rated as taking on average
2% or more of finance specialists’ time.
Task
Rank
Import-ance
Rank
% of
Time
Enter adjustments. 1 3.77 3 7.88
Enter data on OSIS to build and update obligation. 2.5 3.69 1 10.96
Read Order(s) to determine the amount, duration, and payer
of support obligation. 2.5 3.69 10 3.73
Prepare and update arrearage computations/record of
payments. 4 3.65 2 8.31
Complete Balance Accountability. 6 3.54 4 6.00
Identify and update OSIS information on factors that affect
distribution of money. 6 3.54 9 4.15
Record information in case log. 6 3.54 12 2.62
Calculate Unreimbursed Assistance. 8.5 3.46 7.5 4.19
Manually review Undistributed Payments. 8.5 3.46 7.5 4.19
Calculate interest. 10 3.42 5 5.31
Knows what information is needed in the case file for finance. 11 3.38 15 1.54
Submit State Office requests for adjustments 12 3.27 11 2.96
Calculate prior support due. 13 3.15 6 4.77
Close case if criteria are met for case closure. 15 2.12 13 2.00
0 5 10 15
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 8
June, 2003
Enforcement
Tasks Other than Enforcement Actions
Fifteen tasks were rated as very important or as consuming 2% or more of enforcement specialists’ time.
Enforcement specialists indicated they spend about 6% of their time doing manual locate, nearly 5%
communicating verbally with parties, and 4.5% of their time determining the next appropriate action with
case. They rated recording information in case log as their most important task followed by obtaining
service on NCP, and reading orders. Three tasks rated on average as moderately important were rated as
taking on average 2% or more of enforcement specialists’ time.
Enforcement Actions
The enforcement actions rated as most important were income assignment, contempt, and unemployment
benefits (See next page). The most time-consuming enforcement actions were income assignment,
contempt, and annual notice (See next page).
0 2 4 6 8
Importance
% of Time
Task
Rank
Import-ance
Rank
%
Time
Record information in case log. 1 3.69 4 4.43
Obtain service on NCP. 2 3.59 11 2.38
Read Order(s) to determine the amount, duration, and
payer of support obligation.
3 3.44 8 3.13
Determine next appropriate action with case. 4 3.34 3 4.51
Prepare and update arrearage computations/record of
payments. 5 3.33 6 3.57
Acquire and update address and current employment
information for NCP using manual locate process.
6 3.20 1 6.38
Communicating verbally with parties. 7.5 3.18 2 4.84
Request copies of orders if needed. 7.5 3.18 20.5 0.95
Determine which order is the controlling order and
determine who has CEJ.
9 3.16 16 1.49
Prepare and file legal pleadings to modify order with
court. 10 3.15 7 3.18
Calculate current support according to current
Oklahoma guidelines. 11 3.08 9 2.85
Knows what information is needed in the case file for
finance.
12 3.05 19 1.15
Generate correspondence to parties. 13 2.97 5 3.64
Calculate prior support due. 16 2.92 12 2.21
Hold settlement conference. 17 2.90 10 2.79
Child Support Specialist Certification Job Profile Summary 9
June, 2003
Task
Rank
Import-ance
Rank
%
Time
Implement Income Assignment enforcement action. 1 3.72 1 4.43
Implement Contempt enforcement action. 2.5 3.16 2 4.10
Implement Unemployment Benefits enforcement action. 2.5 3.16 7 1.30
Implement License Revocation enforcement action. 4.5 3.15 4 3.08
Implement Worker's Compensation enforcement action. 4.5 3.15 6 1.48
Implement Annual Notice enforcement action. 6 3.05 3 3.38
Implement Liens against real property (Statement of
Judgment) enforcement action.
7 2.90 8 1.26
Implement Uniform Interstate Family Support Act
enforcement action.
8 2.84 11 0.92
Implement Garnishment enforcement action. 9 2.82 13.5 0.51
Implement FIDM enforcement action. 10 2.80 5 1.67
Implement Registration of Foreign Support Order
enforcement action with the appropriate tribunal.
11.5 2.75 10 1.13
Implement State Tax Offset enforcement action. 11.5 2.75 15 0.48
Implement Interstate Administrative Enforcement
action.
13 2.74 9 1.15
Implement Federal Offset enforcement action. 14 2.44 16 0.44
Implement Bankruptcy Payments enforcement action. 15 2.34 13.5 0.51
Implement Certificate of Title or License of
Registration enforcement action.
16 2.21 12 0.64
Implement Retirement Payments enforcement action. 17 2.10 20.5 0.25
Implement Credit Bureau enforcement action. 18 2.05 20.5 0.25
Implement Federal Felony enforcement action. 19 2.02 19 0.26
Implement Passport enforcement action. 20 1.98 23 0.18
Implement State Felony enforcement action. 21 1.97 22 0.20
Implement Probate enforcement action. 22 1.95 24.5 0.16
Implement State Misdemeanor (Omitting to Provide)
enforcement action.
23 1.89 18 0.28
Implement Appearance Bonds enforcement action. 24 1.85 17 0.41
Implement State Felony – Interstate Flight enforcement
action.
25 1.84 26 0.13
Implement Seek Work Order enforcement action. 26.5 1.79 24.5 0.16
Implement Federal Misdemeanor enforcement action. 26.5 1.79 28 0.08
Implement Till Tap (Execution and Levy) enforcement
action.
28 1.69 27 0.10
0 2 4 6
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 10
June, 2003
Interstate
Seventeen tasks were rated as very important or as consuming 2% or more of interstate specialists’ time.
Interstate specialists indicated they spend about 10% of their time communicating with parties, 8.6% of
their time recording information in the case log and almost 8% of their time determining the next
appropriate action on case. They rated recording information in case log as their most important task
followed by determining which order is the controlling order and determining who has CEJ, followed by
reading order(s) to determine the amount, duration, and payor of support obligation. No tasks rated as less
than very important consumed more than 2% of interstate specialists’ time.
0 5 10 15
Importance
% of Time
Task
Rank
Import-ance
Rank
%
Time
Record information in case log. 1.5 3.44 2 8.56
Determine which order is the controlling order and
determine who has CEJ.
1.5 3.44 9 2.78
Determine if Oklahoma has jurisdiction for a case or
can assert jurisdiction for an Interstate case. 3.5 3.33 8 3.11
Read Order(s) to determine the amount, duration, and
payer of support obligation.
3.5 3.33 11.5 2.22
Determine next appropriate action with case. 6 3.22 3 5.78
Prepare and update arrearage computations/record of
payments.
6 3.22 4 5.11
Request copies of orders if needed. 6 3.22 13 2.00
Communicating verbally with parties. 10 3.11 1 9.89
Implement Uniform Interstate Family Support Act
enforcement action.
10 3.11 6 4.22
Generate correspondence to parties. 10 3.11 7 4.00
Acquire and update address and current employment
information for NCP using manual locate process.
10 3.11 16 1.78
Review case to determine if paternity or support
establishment is needed.
10 3.11 21 1.33
Prepare and send Outgoing Interstate referral packet to
other state central registry. 15 3.00 5 4.67
Notify referring state and parties regarding case status
and provide copies of pleadings and notices.
15 3.00 10 2.67
Close case if criteria are met for case closure. 15 3.00 11.5 2.22
Determine Case Status (IV-D status). 15 3.00 14.5 1.89
Implement Registration of Foreign Support Order
enforcement action with the appropriate tribunal.
15 3.00 17.5 1.56
Child Support Specialist Certification Job Profile Summary 11
June, 2003
Generalist
Twenty tasks were rated as very important or as consuming 2% or more of generalists’ time. Generalists
indicated they spend about four percent of their time completing balance accountability, almost four
percent of their time recording information in the case log and a little over three percent of their time
verifying the accuracy of absent parent legal status. They rated recording information in case log as their
most important task followed by reading order(s) to determine the amount, duration, and payor of support
obligation, followed by determining next appropriate action with case. Fourteen tasks rated on average as
moderately important were rated as taking on average 2% or more of generalists’ time.
Task
Rank
Import-ance
Rank
%
Time
Record information in case log. 1 3.57 2 3.79
Read Order(s) to determine the amount, duration, and
payer of support obligation. 2 3.29 15.5 2.14
Determine next appropriate action with case. 3 3.21 7 3.00
Obtain service on NCP. 4 3.14 11 2.57
Complete Balance Accountability. 5.5 3.07 1 3.93
Identify and update OSIS information on factors that
affect distribution of money. 5.5 3.07 15.5 2.14
Prepare and update arrearage computations/record of
payments.
9.5 2.93 4 3.36
Enter data on OSIS to build and update obligation. 9.5 2.93 6 3.14
Calculate current support according to current
Oklahoma guidelines.
9.5 2.93 9.5 2.64
Prepare and file legal pleadings to establish support
with court.
13.5 2.86 5 3.29
Prepare and file legal pleadings to establish paternity
with court. 16 2.79 8 2.79
Calculate prior support due. 16 2.79 18 2.07
Implement Contempt enforcement action. 20 2.71 12 2.36
Calculate Unreimbursed Assistance. 20 2.71 13.5 2.21
Generate correspondence to parties. 20 2.71 18 2.07
Verify accuracy of absent parent (NCP) legal status for
all children.
26 2.64 3 3.43
Communicating verbally with parties. 26 2.64 9.5 2.64
Check court docket for orders on the case. 26 2.64 13.5 2.21
Enter adjustments. 26 2.64 18 2.07
Acquire and update address and current employment
information for NCP using manual locate process.
32 2.57 20 2.00
0 2 4 6
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 12
June, 2003
Table of Contents
Executive Summary......................................................................................................................................1
Methodology ...............................................................................................................................................14
Identification of Job Areas.......................................................................................................................14
Job Profile Development.........................................................................................................................14
Focus Groups and Work Groups..........................................................................................................14
Job Shadowing ....................................................................................................................................14
Prioritizing Knowledge, Skills and Tasks ................................................................................................14
Child Support Enforcement Specialist Survey.....................................................................................14
Survey Participants..........................................................................................................................15
Task Importance Ratings Across Job Areas.....................................................................................16
Knowledge and Skills Importance Ratings Across Job Areas.........................................................20
Case Initiation Job Area ...............................................................................................................................22
Case Initiation Job Profile........................................................................................................................23
CSS Survey: Tasks ..................................................................................................................................24
CSS Survey: Knowledge and Skills.........................................................................................................25
Job Shadowing Summary........................................................................................................................26
Locate Job Area...........................................................................................................................................27
Locate Job Profile ...................................................................................................................................28
CSS Survey: Tasks ..................................................................................................................................28
CSS Survey: Knowledge and Skills.........................................................................................................29
Job Shadowing Summary........................................................................................................................30
Establishment Job Area...............................................................................................................................31
Establishment Job Profile........................................................................................................................32
CSS Survey: Tasks ..................................................................................................................................35
CSS Survey: Knowledge and Skills.........................................................................................................37
Job Shadowing Summary........................................................................................................................38
Finance Job Area.........................................................................................................................................39
Finance Job Profile..................................................................................................................................40
CSS Survey: Tasks ..................................................................................................................................49
CSS Survey: Knowledge and Skills.........................................................................................................50
Job Shadowing Summary........................................................................................................................51
Enforcement Job Area.................................................................................................................................53
Enforcement Job Profile..........................................................................................................................54
CSS Survey: Tasks ..................................................................................................................................59
CSS Survey: Knowledge and Skills.........................................................................................................63
Job Shadowing Summary........................................................................................................................64
Interstate Job Area.......................................................................................................................................66
Interstate Job Profile ...............................................................................................................................67
CSS Survey: Tasks ..................................................................................................................................69
CSS Survey: Knowledge and Skills.........................................................................................................70
Job Shadowing Summary........................................................................................................................71
Generalist Job Area.....................................................................................................................................74
Generalist Job Profile..............................................................................................................................74
CSS Survey: Tasks ..................................................................................................................................74
CSS Survey: Knowledge and Skills.........................................................................................................76
Job Shadowing Summary........................................................................................................................77
Child Support Specialist Certification Job Profile Summary 13
June, 2003
Appendices..................................................................................................................................................79
Appendix A. Child Support Enforcement Specialist Job Areas...............................................................80
Appendix B. Correspondence ..................................................................................................................81
Focus Group and Work Group Nomination E-Mail.............................................................................81
Job Shadowing Nomination E-Mail.....................................................................................................84
Web Survey Initial E-Mail...................................................................................................................85
Web Survey Reminder E-Mail.............................................................................................................86
Appendix C. Participants .........................................................................................................................87
Focus Group and Work Group Participants .........................................................................................87
Job Shadowing Participants .................................................................................................................89
Appendix D. Job Shadowing Notes Form................................................................................................90
Appendix E. Web Survey.........................................................................................................................91
Appendix F. Number of Child Support Specialists and Survey Responses by CSED Office .................98
Appendix G. Web Survey Major Areas of Study.....................................................................................99
Appendix H. Case Initiation Knowledge, Skills and Task Ratings .......................................................101
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................101
Knowledge and Skills: Mean Importance Ratings .............................................................................103
Appendix I. Locate Knowledge, Skills and Task Ratings......................................................................104
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................104
Knowledge and Skills: Mean Importance Ratings .............................................................................106
Appendix J. Establishment Knowledge, Skills and Task Ratings..........................................................107
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................107
Knowledge and Skills: Mean Importance Ratings .............................................................................109
Appendix K. Finance Knowledge, Skills and Task Ratings ..................................................................110
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................110
Knowledge and Skills: Mean Importance Ratings .............................................................................112
Appendix L. Enforcement Knowledge, Skills and Task Ratings...........................................................113
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................113
Knowledge and Skills: Mean Importance Ratings .............................................................................115
Appendix M. Interstate Knowledge, Skills and Task Ratings ...............................................................116
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................116
Knowledge and Skills: Mean Importance Ratings .............................................................................118
Appendix N. Generalist Knowledge, Skills and Task Ratings ..............................................................119
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................119
Knowledge and Skills: Mean Importance Ratings .............................................................................121
Knowledge and Skills: Mean Importance Ratings .............................................................................121
Appendix O. Task Importance Ratings by Job Area..............................................................................122
Appendix P. Time Spent on Tasks by Job Area.....................................................................................124
Appendix Q. Knowledge and Skills Importance Ratings by Job Area ..................................................126
Appendix R. Existing Resources............................................................................................................128
Child Support Specialist Certification Job Profile Summary 14
June, 2003
Child Support Specialist Certification
Job Profile Report
Methodology
Identification of Job Areas
The Child Support Certification Advisory Council identified six job areas within child support
enforcement: Case Initiation, Locate, Establishment, Finance, Enforcement, and Interstate. A Generalist
job area was included as some child support specialists perform more than one of the above job areas.
The Council also generated a list of tasks within each job area they felt should be included within each job
area (See Appendix A).
Job Profile Development
Focus Groups and Work Groups
In June 2002, office management was asked to nominate experienced, high performing staff in one or
more of the identified job areas to participate in a focus or work groups to outline the tasks within each
job area (See Appendix B for e-mail soliciting participants). From nominations, the Council selected
child support specialists to participate in the groups for each of the identified job areas. The groups met
during August and September 2002 (See Appendix C for the list of participants). Participants outlined
tasks performed in each job area. During these meetings, participants also generated attributes they felt
were important for doing their job area well. In October 2002 the job area document developed during
the groups was e-mailed to participants and feedback was solicited on completeness and accuracy of the
task lists. This feedback was incorporated into the task list document.
Job Shadowing
In November 2002, office management was asked to nominate experienced, high performing staff in one
or more of the identified job areas to participate in Job Shadowing (See Appendix D). From this list, the
Council selected child support specialists to participate in shadowing: Case Initiation (1 day), Locate (1
day), Establishment (2 days), Finance (3 days), Enforcement (3 days), Interstate (Outgoing 1day,
Incoming 1 day) and Generalist (1 day). The researcher traveled to the identified Child Support Offices
during the months of December 2002 through February 2003. The shadowing process involved spending
most of the work day watching the child support specialist do tasks, taking notes using the Job Shadowing
Notes Form and asking questions to make sure the observer understood what was being done. See
Appendix C for the list of Job Shadowing participants and Appendix D for the Job Shadowing Notes
Form.
Prioritizing Knowledge, Skills and Tasks
Child Support Enforcement Specialist Survey
The attributes generated by the groups were combined across the identified job areas and were condensed
into 38 non-overlapping concepts by the research consultant and council members. An online survey was
developed from the condensed list of knowledge and skills along with the 66 tasks generated for each job
area. Survey participants were asked to choose a job area and rate how important they think each attribute
is for doing their job area well. Survey participants also indicated what proportion of their time is spent
doing the identified tasks.
Child Support Specialist Certification Job Profile Summary 15
June, 2003
Survey Participants
One hundred and sixty online surveys were completed from 31 child support district offices (see
Appendix F for a count of surveys by CSED office). Respondents reported having worked an average of
5 years in child support enforcement and 3.9 years in the job area they rated (see Table 1).
Table 1. Years Worked in Job Area and in Child Support
In Job Area In Child Support
# % # %
< 1 Year 33 21% 23 14%
1-2 Years 51 32% 42 26%
3-4 Years 36 23% 39 24%
5-6 Years 11 7% 14 9%
7-10 Years 16 10% 21 13%
10+ Years 13 8% 21 13%
Thirty five percent of respondents reported having completed some college or having received an
associate degree, 43% of respondents reported having completed a bachelor’s degree, and six percent
reported advanced degrees (See Table 2). See Appendix G for a list of major areas of study.
Table 2. Education Levels
Highest Degree # %
High School, No Diploma or GED 2 1%
High School Grad-Diploma Or Equiv (GED) 22 14%
Some College But No Degree 39 24%
Associate Degree-Occupational/Vocational 18 11%
Bachelor's Degree 69 43%
Master's Degree 7 4%
Doctorate or Professional Degree 3 2%
The majority of survey respondents (63%) indicated they usually spend 100% of their time working in the
selected job area, 16% indicated they spend 76-99% of their time working in the job area they selected,
18% indicated they usually spend 50-75% of their time working in the selected job area and four percent
reported spending less than half of their time working in the selected job area.
Table 3. Respondent Characteristics by Job Area Rated
# Surveys % Surveys Job Area
Percent of
Time in
Job Area
Years in
Job Area
Years in
Child
Support
13 8.1% Case Initiation 72.3% 5.3 6.7
61 38.1% Enforcement 93.0% 3.2 3.7
28 17.5% Establishment 92.0% 3.7 5.1
26 16.3% Finance 84.4% 4.5 7.1
14 8.8% Generalist 83.9% 5.9 6.8
9 5.6% Interstate 92.8% 2.6 2.6
9 5.6% Locate 71.1% 3.8 4.7
160 Total 87.7% 3.9 5.0
Highest Degree
PhD or
Professional
Some High
School
High School
Or GED
Master's
Some
College But
Associate No Degree
Bachelor's
Years Worked in Child Support
11+ Years < 1 Year
1-2 Years
3-4 Years
5-6 Years
7-10
Years
Child Support Specialist Certification Job Profile Summary 16
June, 2003
Task Importance Ratings Across Job Areas
The number of tasks rated as very important (mean rating of 3 or higher) was calculated for each job area
(See Table 4). Enforcement workers rated almost one third of the listed tasks as very important for
enforcement, followed by interstate workers who rated about one quarter of listed tasks as very important
for interstate, establishment and finance workers rated about one fifth of listed tasks as very important for
establishment and finance. Case initiation workers, generalists and locate workers rated fewer listed tasks
as very important for their job areas. See Appendix O for the complete list of task importance ratings for
each job area. See Appendix P for the complete list of percent of time spent on each task for each job
area.
Table 4. Number and percent of tasks rated as very important by job area.
Job Area # %
Enforcement 21 32%
Interstate 17 26%
Establishment 14 21%
Finance 14 21%
Case Initiation 10 15%
Generalist 6 9%
Locate 2 3%
Of the 66 tasks included in the web survey:
· Only one task “Record information in case log” was rated as very important by all job areas.
· Three tasks were rated very important across four of the seven job areas.
o “Read Order(s) to determine the amount, duration, and payor of support obligation.” was rated
as very important for finance; enforcement; interstate and generalists.
o “Determine next appropriate action with case.” was rated as very important for establishment,
enforcement; interstate and generalists.
o “Acquire and update address and current employment information for NCP using manual
locate process.” was rated as very important for case initiation, locate, enforcement and
interstate.
· Seven tasks were rated very important across three of the seven job areas
o “Obtain service on NCP.” was rated as very important for establishment, enforcement, and
generalists.
o “Prepare and update arrearage computations/record of payments.” was rated as very important
for finance; enforcement, and interstate.
o “Request copies of orders if needed.” was rated as very important for case initiation,
enforcement, and interstate.
o “Generate correspondence to parties.” was rated as very important for establishment,
enforcement, and interstate.
o “Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate
case.” was rated as very important for establishment, enforcement, and interstate.
o “Communicating verbally with parties.” was rated as very important for establishment,
enforcement, and interstate.
Child Support Specialist Certification Job Profile Summary 17
June, 2003
o “Check court docket for orders on the case.” was rated as very important for case initiation,
establishment and enforcement.
· Ten tasks were rated very important across two of the seven job areas
o “Complete Balance Accountability.” and “Identify and update OSIS information on factors
that affect distribution of money.” Were rated as very important by both finance and
generalists.
o “Knows what information is needed in the case file for finance.” was rated as very important
for both finance and enforcement.
o “Calculate current support according to current Oklahoma guidelines.” was rated as very
important for both finance and establishment.
o “Close case if criteria are met for case closure.” was rated as very important for both interstate
and establishment.
o “Calculate prior support due.” was rated as very important for both finance and establishment.
o “Determine which order is the controlling order and determine who has CEJ.” was rated as
very important for both enforcement and interstate.
o “Verify accuracy of absent parent (NCP) legal status for all children.” was rated as very
important for both case initiation and establishment.
o “Determine Case Status (IV-D status).” was rated as very important for both case initiation and
interstate.
o “Review case to determine if paternity or support establishment is needed.” was rated as very
important for both establishment and interstate.
· Twenty-four tasks were rated very important by only one of the seven job areas
o Four tasks were rated as very important only by case initiation:
§ Build case in OSIS and create physical file.
§ Check OSIS and PS2 for existing case for any party on the application.
§ Check OSIS for child welfare case custody of children.
§ Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.
o Two tasks were rated as very important only by establishment:
§ Prepare and file legal pleadings to establish support with court.
§ Prepare and file legal pleadings to establish paternity with court.
o Seven tasks were rated as very important only by finance:
§ Enter data on OSIS to build and update obligation.
§ Update OSIS with information regarding Return Warrants/Cancelled by Statute.
§ Calculate interest.
§ Calculate Un-reimbursed Assistance.
§ Enter adjustments.
§ Submit State Office requests for adjustments: bad debt, erroneous overpayment,
transferred payments, or detainment of direct payments by CP.
§ Manually review Undistributed Payments..
o Seven tasks were rated as very important only by enforcement:
§ Implement Income Assignment enforcement action.
§ Implement Contempt enforcement action.
§ Prepare and file legal pleadings to modify order with court.
§ Implement Worker's Compensation enforcement action.
§ Implement Unemployment Benefits enforcement action.
§ Implement License Revocation enforcement action.
§ Implement Annual Notice enforcement action..
Child Support Specialist Certification Job Profile Summary 18
June, 2003
o Four tasks were rated as very important only by interstate:
§ Implement Uniform Interstate Family Support Act enforcement action.
§ Implement Registration of Foreign Support Order enforcement action with the appropriate
tribunal.
§ Prepare and send Outgoing Interstate referral packet to other state central registry.
§ Notify referring state and parties regarding case status and provide copies of pleadings and
notices.
o Twenty-one tasks were rated as somewhat or moderately important for the enforcement job
area:
§ Implement Garnishment enforcement action.
§ Implement FIDM enforcement action.
§ Implement Bankruptcy Payments enforcement action.
§ Implement Liens against real property (Statement of Judgment) enforcement action.
§ Hold settlement conference.
§ Implement State Tax Offset enforcement action.
§ Implement State Felony enforcement action.
§ Implement Interstate Administrative Enforcement action.
§ Implement Retirement Payments enforcement action.
§ Implement Appearance Bonds enforcement action.
§ Implement Federal Offset enforcement action.
§ Implement Credit Bureau enforcement action.
§ Implement Passport enforcement action.
§ Implement State Felony – Interstate Flight enforcement action.
§ Implement Seek Work Order enforcement action.
§ Implement Certificate of Title or License of Registration enforcement action.
§ Implement State Misdemeanor (Omitting to Provide) enforcement action.
§ Implement Till Tap (Execution and Levy) enforcement action.
§ Implement Probate enforcement action.
§ Implement Federal Felony enforcement action.
§ Implement Federal Misdemeanor enforcement action.
Importance Ratings for Selected Tasks Across Job Areas
Acquire and update address and current
employment information for NCP using
manual locate process.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Read Order(s) to determine the amount,
duration, and payor of support obligation.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Child Support Specialist Certification Job Profile Summary 19
June, 2003
See Appendix O for task importance ratings by job area.
Obtain service on NCP.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Prepare and update arrearage
computations/record of payments.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Communicating verbally with parties.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Generate correspondence to parties.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Determine next appropriate action with case.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Determine if Oklahoma has jurisdiction for a
case or can assert jurisdiction for an
Interstate case.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Child Support Specialist Certification Job Profile Summary 20
June, 2003
Knowledge and Skills Importance Ratings Across Job Areas
The number of knowledge and skills rated as very important (mean rating of 3 or higher) was calculated
for each job area (See Table 5). Enforcement and establishment workers rated almost two thirds of the
listed knowledge and skills as very important for enforcement and establishment respectively.
Generalists, case initiation, finance and interstate workers rated approximately half of the listed
knowledge and skills as very important for their job area. Locate workers rated 42% of the listed
knowledge and skills as very important for their job area. See Appendix Q for the complete list of
knowledge/Skill importance ratings for each job area.
Table 5. Number and percent of knowledge and skills rated as very important by job area.
Job Area # %
Establishment 26 68%
Enforcement 25 66%
Generalist 20 53%
Case Initiation 19 50%
Finance 19 50%
Interstate 19 50%
Locate 16 42%
Ten knowledge/skills were rated as very important by all job areas:
§ Professional Behavior
o Understanding and abiding by the expectations for professional behavior, to include
understanding that CSS cannot give legal advice but can provide information on process;
maintaining confidentiality.
§ Analytical Skills:
o Attention to detail, accuracy, meticulous, thoroughness.
o Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
§ Child Support Specific
o Understanding the overall Child Support Enforcement process.
§ Communication/Interpersonal Skills
o Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and
redirect focus when needed.
§ Computer Skills
o Proficient at entering data into OSIS.
§ Organization Skills
o Organizational Skills (a system of organizing and prioritizing tasks) and time management.
o Able to manage high volume case load.
§ Personal Attributes
o Able to work well in stressful situations and not take your work home with you.
o Confidence in ability to do your job.
Five knowledge/skills were rated as very important by six of seven job areas:
§ Able to read and derive information from court orders.
§ Able to listen for pertinent information that could provide needed information.
§ Willing to seek information/assistance from co-workers.
Child Support Specialist Certification Job Profile Summary 21
June, 2003
§ Knowledge of which situations must be handled by an Attorney.
§ Able to remain objective and represent interest of the State rather than the CP or NCP.
One knowledge/skill was rated as very important by five of seven job areas:
§ Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
One knowledge/skill was rated as very important by four of seven job areas:
§ Knowledge of when to ask for assistance from Office Manager or Attorney.
Six knowledge/skills were rated as very important by three of seven job areas:
§ Approachable and at ease with people.
§ Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,
etc.).
§ Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS
policy. Able to use information to prepare appropriate pleadings and take appropriate action.
§ Knowledge of legal process and terminology.
§ Knowledge of where to find specifics on how to do a task and which information resources are the
most efficient.
§ Desire to help children.
Five knowledge/skills were rated as very important by two of seven job areas:
§ Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working
with numbers.
§ Knowledge of which remedies are the most efficient.
§ Networking to make connections with persons who can provide information (e.g. utilities, law
enforcement, apartment managers, employers, etc.).
§ Able to interpret and communicate complex and technical information to non-technical people.
§ Negotiation and settlement skills.
Seven knowledge/skills were rated as very important by only one of seven job areas:
§ Locate
o Creativity, thinking outside the box.
o Critical and analytical thinking. Enjoys solving puzzles.
§ Establishment
o Knowledge of how many copies of which documents need to be in the case file and where they
should be located in the file.
o Knowledge of paternity presumptions and when genetic testing can be done.
§ Finance
o Can use formulas in MS Excel to calculate arrears, interest, etc.
§ Interstate
o Knowledge of which documents and forms are required for Interstate referrals.
o Proficient at using Microsoft Word.
Three knowledge/skills were not rated as very important by any job areas:
§ Assertive.
§ Proficient at using Microsoft Outlook for e-mail and scheduling.
§ Basic MS Excel skills (entering data, copying, pasting, moving around, etc.).
See Appendix Q for knowledge and skills importance ratings by job area.
Child Support Specialist Certification Job Profile Summary 22
June, 2003
Case Initiation Job Area
Receive Application
Look for existing
case for parties on
the application and
cross-reference
Build case in OSIS
Build physical file
Request additional
information (e.g.
court orders,
affidavits, etc)
If existing CS case
found, route
application to that
CSE office
Route case to
appropriate worker
per office procedure
Child Support Specialist Certification Job Profile Summary 23
June, 2003
Case Initiation Job Profile
Case Initiation Goal: Information is collected, any additional information is requested, and paperwork
completed to open the case within the time prescribed by federal guidelines. It is important that case
initiation ensures information is consistent and accurate.
Receive application from private party, or referral from IV-A agency
· Incoming interstate cases are built by central registry (at State Office) and routed to correct district
office, however case still needs to be reviewed to make sure it’s complete.
· Central Case Registry (at State Disbursement Unit) builds skeleton cases for Private Applications in
order to create FGN and deposit the money.
Look for existing case for any party on the application
· Check IMS OSIS (CSE) and PS2 system (Public Assistance) IV-A
· Most efficient way: Name Inquiry for Client Database (UDA screen) for existing Department
Client Number (DCN) for each party on application. Are any parties on another case? (Use UDA
system to find). Is NCP in home if it’s a medical case? (check CMM C number).
· If existing CS case is found, route application to that CSE office.
· Attempt to verify accuracy of absent parent (NCP) legal status for all children.
· accuracy EXTREMELY important because it will determine whether the case goes to
enforcement or establishment-OSIS screen book has NCP legal status code list;
· affects federal funding & performance measures particularly in paternity establishment
Build case within 20 days of date of referral or receipt of application and fee. (Federal law)
· Enter data into IMS system (OSIS) from electronic or paper referrals (applications and paper referrals
from IV-A) & Build physical file
· Identifying information for Parties (NCP, CP, BP, (name, ssn, dob, race, sex
· Location information (address, employer
· Obtain Copy of Court Order(s) for paper file
· Send out questionnaire or forms. E.g. Affidavit of Payments from CP
· If paternity is an issue, request Affidavit of Paternity (CSE 209) for each child, or Paternity
Questionnaire (PO4)
· Custody: Who has physical custody of each child in the application
Route case to appropriate worker per office procedure
Child Support Specialist Certification Job Profile Summary 24
June, 2003
CSS Survey: Tasks
Case Initiation staff indicated they spend the most time (24.7%) building cases in OSIS and creating
physical files. They all agreed that this task is extremely important for case initiation.
The tasks for case initiation rated on average as extremely or very important were:
· Build case in OSIS and create physical file.
· Check OSIS and PS2 for existing case for any party on the application.
· Determine Case Status (IV-D status).
· Check OSIS for child welfare case custody of children.
· Record information in case log.
· Check court docket for orders on the case.
· Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.
· Acquire and update address and current employment information for NCP using manual locate
process.
· Verify accuracy of absent parent (NCP) legal status for all children.
· Request copies of orders if needed.
· Communicating verbally with parties.
· Review case to determine if paternity or support establishment is needed.
· Generate correspondence to parties.
· Close case if criteria are met for case closure.
The most time consuming tasks for case initiation (2% or more of time spent on task) were:
· Build case in OSIS and create physical file. (24.7%)
· Record information in case log. (6.3%)
· Acquire and update address and current employment information for NCP using manual locate
process. (5.2%)
· Check court docket for orders on the case. (3.8%)
· Check OSIS and PS2 for existing case for any party on the application. (3.5%)
· Check OSIS for child welfare case custody of children. (3.3%)
· Obtain service on NCP. (2.7%)
· Review case to determine if paternity or support establishment is needed. (2.2%)
· Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross-referenced. (2.1%)
· Verify accuracy of absent parent (NCP) legal status for all children. (2%)
· Generate correspondence to parties. (2%)
See Appendix H for ratings of importance and amount of time spent on tasks for case initiation.
Child Support Specialist Certification Job Profile Summary 25
June, 2003
Thirteen tasks were rated as very important or as consuming 2% or more of case initiation specialists’
time. Case initiation specialists reported they spend almost one quarter of their time building cases in
OSIS and building physical files. They also rated this task as the most important of the tasks rated. Ten
tasks were rated on average as very important by case initiation specialists. Three tasks with lower
importance ratings were rated as consuming 2% or more of case initiation specialists’ time.
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for case initiation. See
Appendix H for knowledge and skills ratings for case initiation.
Professional Behavior
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
· Knowledge of which situations must be handled by an Attorney.
· Able to remain objective and represent interest of the State rather than the CP or NCP.
Task
Rank
Import-ance
Rank
% of
Time
Build case in OSIS and create physical file. 1 4.00 1 24.69
Check OSIS and PS2 for existing case for any party on
the application. 2 3.77 5 3.54
Determine Case Status (IV-D status). 3 3.62 12.5 1.92
Check OSIS for child welfare case custody of children. 4 3.54 6 3.31
Record information in case log. 5.5 3.23 2 6.31
Check court docket for orders on the case. 5.5 3.23 4 3.77
Determine if all IV-A, IV-E, non-IV-E, OJA, Disability
cases have been cross referenced. 7 3.15 9 2.08
Acquire and update address and current employment
information for NCP using manual locate process.
8.5 3.08 3 5.15
Verify accuracy of absent parent (NCP) legal status for
all children. 8.5 3.08 10.5 2.00
Request copies of orders if needed. 10 3.00 14 1.69
Review case to determine if paternity or support
establishment is needed. 12 2.69 8 2.15
Generate correspondence to parties. 13 2.62 10.5 2.00
Obtain service on NCP. 21 1.00 7 2.69
0 10 20 30
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 26
June, 2003
Analytical Skills:
· Attention to detail, accuracy, meticulous, thoroughness.
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Able to listen for pertinent information that could provide needed information.
· Able to read and derive information from court orders.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
· Writing skills for generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,
etc.).
· Approachable and at ease with people.
· Networking to make connections with persons who can provide information (e.g. utilities, law
enforcement, apartment managers, employers, etc.).
Computer Skills
· Proficient at entering data into OSIS.
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
· Proficient at using Microsoft Outlook for e-mail and scheduling.
Organization Skills
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
· Able to manage high volume case load.
Personal Attributes
· Able to work well in stressful situations and not take your work home with you.
· Confidence in ability to do your job.
· Willing to seek information/assistance from co-workers.
Job Shadowing Summary
Once case initiation specialist was shadowed. OSIS and PS2 use was a central feature of case initiation.
The case initiation specialist worked a list of referrals from OSIS. The worker would search to see if the
referral had an existing child support case. If an existing case was found, the worker would change the
office in the referral list and would e-mail the worker to let them know she had transferred the case. If no
existing case was found, the worker searched for existing public assistance cases and attempted to verify
address and employment information by using multiple interfaces. As information was found, the case
initiation worker would print and would use these printouts when building the case in OSIS. When
duplicate cases were found, the case initiation worker would resolve the duplicate numbers. The worker
built the physical file and typed the label for the file. From the one hardcopy application observed, the
case initiation worker also read the order and filled out a portion of a legal history form and added the
form to the case file. The Child Support Specialist routed cases to appropriate specialty area.
Child Support Specialist Certification Job Profile Summary 27
June, 2003
Locate Job Area
Not
Located
Automated Locate
Process activated by
Case Initiation
Update OSIS
Generate employer
and postmaster
letters
Case flag indicator
alerts CSS to review
received information
Search various
sources for address
and employment
information
Manual Locate
Process
Mail postmaster and
employer letters
Update OSIS as
information received
Located
Route case to
appropriate worker
per office procedure
Child Support Specialist Certification Job Profile Summary 28
June, 2003
Locate Job Profile
Locate Goal: Locate the parents and their assets and employer(s).
Automated process for acquiring and updating address, current employment information for NCP
· Case Initiation enters data into IMS.
· IMS rule generates priority 05: If SSN and no verified address, it will search multiple databases: IMS,
DHS, DPS, OESC (OWG, OWL, OWC), New Hire list (NHL), Federal Case Registry, State Parent
Locator Service, CSENet
· Automatically updates some information in OSIS case file
· Automatically sends out employer and postmaster letters
· Case Flag indicator alerts CSS to follow up with review of received information
Manual Process
· Review Case
· NCP Locate
· Send letter(s) soliciting information
· CP letter requesting information L07, Military, incarceration, utility, etc
· Find Address for NCP and Employer
· Search electronic sources (See locate guide developed by Rob Walker)
· Contacting friends, relatives, service providers, etc who might have information
· Check court records, county and municipal, in the last known city & county of residence.
· Send out postmaster letter(s) and employer(s) letter(s) to verify address(es)
· If CP locate needed:
· CP postmaster letter
· Check FCR
· Contact IV-A worker
· Update case information as received (See CS manual-Locate)
· Throughout process: Close case if criteria met for case closure
CSS Survey: Tasks
The tasks for locate rated on average as extremely or very important were:
· Acquire and update address and current employment information for NCP using manual locate
process.
· Record information in case log.
· Determine next appropriate action with case.
· Communicating verbally with parties.
· Review case to determine if paternity or support establishment is needed.
· Generate correspondence to parties.
Child Support Specialist Certification Job Profile Summary 29
June, 2003
The most time consuming tasks for locate (2% or more of time spent on task) were:
· Acquire and update address and current employment information for NCP using manual locate
process. (32.8%)
· Record information in case log. (6.7%)
· Verify accuracy of absent parent (NCP) legal status for all children. (5%)
· Obtain service on NCP. (4%)
· Build case in OSIS and create physical file. (4%)
· Generate correspondence to parties. (2.2%)
· Check court docket for orders on the case. (2.1%)
See Appendix I for ratings of importance and amount of time spent on tasks for locate.
Only seven tasks were rated as very important or as consuming 2% or more of locate specialists’ time.
Locate specialists indicated they spend about one third of their time doing manual locate tasks. They also
rated manual locate as their most important task. Only two tasks were rated on average as very important
(mean importance rating of 3 or higher) manual locate and record information in case log. Five tasks
rated on average as somewhat or moderately important were rated as taking on average 2% or more of
locate specialists’ time.
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for locate. See
Appendix I for knowledge and skills ratings for locate.
Professional Behavior
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
Analytical Skills:
· Attention to detail, accuracy, meticulous, thoroughness.
Task
Rank
Import-ance
Rank
% of
Time
Acquire and update address and current employment
information for NCP using manual locate process.
1 3.67 1 32.78
Record information in case log. 2 3.33 2 6.67
Generate correspondence to parties. 5.5 2.56 6 2.22
Check court docket for orders on the case. 12.5 1.78 7 2.11
Verify accuracy of absent parent (NCP) legal status for
all children.
14 1.67 3 5.00
Obtain service on NCP. 16.5 1.56 4.5 4.00
Build case in OSIS and create physical file. 25.5 1.11 4.5 4.00
0 10 20 30 40
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 30
June, 2003
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Able to listen for pertinent information that could provide needed information.
· Creativity, thinking outside the box.
· Critical and analytical thinking. Enjoys solving puzzles.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
· Networking to make connections with persons who can provide information (e.g. utilities, law
enforcement, apartment managers, employers, etc.).
Computer Skills
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
· Proficient at entering data into OSIS.
Organization Skills
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
· Able to manage high volume case load.
· Knowledge of where to find specifics on how to do a task and which information resources are the
most efficient.
Personal Attributes
· Confidence in ability to do your job.
· Able to work well in stressful situations and not take your work home with you.
Job Shadowing Summary
Use of online resources was a central feature of locate. The worker searched various online sources to
attempt to locate the non-custodial parent (NCP) and employer including: OSIS, PS2, Federal Case
Registry New Hires, DPS drivers license, OESC employment, Oklahoma Public Legal Research System,
Google web metasearch engine, and by-subscription phone number search.
The locate specialist also contacted the custodial parent (CP) who was able to provide information on the
location of the NCP and encouraged the CP to call if they found out anything new. In conjunction, the
locate specialist entered a case log for CARE instructing CARE to transfer the custodial parent to the
locate specialist if she called.
Child Support Specialist Certification Job Profile Summary 31
June, 2003
Establishment Job Area
Yes No
Review Case
If paternity has not
been established
Prepare legal
pleadings to
establish paternity
and support
Send case to
outgoing interstate
If CP fails to return
paternity
questionnaire, non-coop,
notify IV-A
Route case to
Finance
If support has not
been established
Prepare legal
pleadings to
establish support
File pleadings with court
Obtain service on NCP
Settlement conference
Order(s) entered by court
Does Oklahoma
have jurisdiction
If address is more
than one year old or
NCP not located,
need Locate
Calculate child
support and prior
support due
Hearing (if needed)
Child Support Specialist Certification Job Profile Summary 32
June, 2003
Establishment Job Profile
Goal: establish paternity and/or support for children
Establishing Paternity
· M Child legal status case – Full paternity – need to establish paternity
Need paternity established if
· Parents never married and no CSED 209
· Parents divorced more than 10 months before child was born
Don’t need paternity established if you have
· CSED 209
· divorce decree and child was born less than 10 months after date of decree
· previous court order establishing either paternity or support
Establishment
· P Child legal status case – 209 signed, no order
· I Child legal status case – Married but separated, no support order or absence of mother
· H Child legal status case – Paternity established, no support order (rare)
· B Child legal status case – Order exists for family, but this NCP not ordered to provide
Process
Review Case
· Send out paternity questionnaire if not in file
· Does information in OSIS match hardcopy information in file and paternity questionnaire?
· If paternity questionnaire shows that paternity has been established (209 or court order) request
copy of order, then move to establishing support
· If paternity questionnaire shows that support has already been established (court order), request
copy of order, then move to enforcement.
· If CP fails to return paternity questionnaire, update CCPU with non-cooperation information and
inform IV-A case worker of status.
· If paternity questionnaire casts doubt as to proper NCP, may need to review case with attorney and
or schedule appointment with CP.
· Is NCP Located?
· If yes and the address is no more than a year old, then proceed
· If no or the address is more than a year old, additional locate must be done
· Establish jurisdiction-Was the child conceived in Oklahoma or is there proof the alleged father was in
Oklahoma ever?
· If no, it goes to outgoing interstate
· If yes, we have jurisdiction, proceed with paternity
· What level of service is desired?
· Full service (Medical and child support)
· Medical enforcement only (MEO cases where CP is on medical but does not want child support
collection services other than those required by federal law and regulation.)
· Gather income information of NCP and BP to calculate child support and prior support due
Child Support Specialist Certification Job Profile Summary 33
June, 2003
· Calculate current support according to current Oklahoma guidelines
· Calculate prior support due
· Calculate appropriate amount of support for each relevant time period
· Review information concerning prior support payments and give credit where appropriate
· Prepare arrearage computations/record of payments from support and payment information
M Child legal status case
· Prepare legal pleadings to establish paternity. E.g.
· Notice of Paternity Support Obligation (NOPSO) (if MEO case, may request medical support
only)
· Show Cause Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, prepare for Court and Appear in Court
· NCP does not appear, paternity is established and default order for child support is entered
· NCP appears in court
· acknowledge paternity – a paternity and support order is entered by the court
· request genetic testing
· court orders genetic testing
· schedule testing or test and set return appearance
· If paternity negative, prepare appropriate notice of genetic test results, file in court
and send to parties
· If BP states an imposter was tested instead of the NCP, or if either party objects
to test results within 15 days file Notice of Objection to Testing and schedule
evidentiary hearing or previously scheduled hearing held to address situation
· If BP confirms identity of NCP or does not respond to notice of genetic test
results, then dismiss
· If paternity positive, prepare appropriate notice of genetic test results, file in court
and send to parties
· An order is entered by the court that establishes support and paternity
P Child legal status case – 209 signed, no order - Same as above except paternity is established from
Paternity Affidavit 209/no genetic testing needed
· Prepare legal pleadings to establish support. E.g.
Child Support Specialist Certification Job Profile Summary 34
June, 2003
· Notice of Support Obligation (NOSO) (if MEO case, may request medical support only)
· Show Cause Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, Appear in Court
· NCP does not appear, default order for child support is entered
· NCP appears in court
· NCP acknowledges support obligation and order is entered
· NCP does not acknowledge support and hearing is held
Establishing Support
Usually married/separated or Mom is NCP (Legal status H, I or B)
· Prepare legal pleadings to establish support. E.g.
· Notice of Support Debt (NOSD) for administrative court (if MEO case, may request medical
support only)
· Petition to establish child support in District court
· Motion to modify an existing order (that does not currently include support)
· Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, Appear in Court
Child Support Specialist Certification Job Profile Summary 35
June, 2003
· NCP does not appear, default order for child support is entered
· NCP appears in court
· NCP acknowledges support obligation and order is entered
· NCP does not acknowledge support and hearing is held
Throughout process: Monitor case and close case if criteria are met for case closure
Route to Finance then to Enforcement
CSS Survey: Tasks
The tasks for establishment rated on average as extremely or very important were:
· Prepare and file legal pleadings to establish support with court.
· Prepare and file legal pleadings to establish paternity with court.
· Review case to determine if paternity or support establishment is needed.
· Record information in case log.
· Obtain service on NCP.
· Communicating verbally with parties.
· Determine next appropriate action with case.
· Calculate current support according to current Oklahoma guidelines.
· Generate correspondence to parties.
· Check court docket for orders on the case.
· Calculate prior support due.
· Close case if criteria are met for case closure.
· Verify accuracy of absent parent (NCP) legal status for all children.
· Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case.
The most time consuming tasks for establishment (2% or more of time spent on task) were:
· Prepare and file legal pleadings to establish support with court. (8.5%)
· Prepare and file legal pleadings to establish paternity with court. (8.3%)
· Obtain service on NCP. (6.4%)
· Record information in case log. (6.1%)
· Calculate current support according to current Oklahoma guidelines. (5.8%)
· Communicating verbally with parties. (4.9%)
· Calculate prior support due. (4.7%)
· Hold settlement conference. (4.5%)
· Acquire and update address and current employment information for NCP using manual locate
process. (3.8%)
· Review case to determine if paternity or support establishment is needed. (3.7%)
· Generate correspondence to parties. (3.6%)
· Close case if criteria are met for case closure. (2.6%)
· Check OSIS and PS2 for existing case for any party on the application. (2.4%)
· Determine next appropriate action with case. (2.3%)
See Appendix J for ratings of importance and amount of time spent on tasks for establishment.
Child Support Specialist Certification Job Profile Summary 36
June, 2003
Seventeen tasks were rated as very important or as consuming 2% or more of establishment specialists’
time. Establishment specialists indicated they spend about 17% of their time preparing and filing legal
pleadings to establish paternity and support. They also rated these two tasks as their most important tasks.
Three tasks rated on average as moderately important were rated as taking on average 2% or more of
establishment specialists’ time.
Task
Rank
Import-ance
Rank
%
Time
Prepare and file legal pleadings to establish support
with court.
1 3.82 1 8.46
Prepare and file legal pleadings to establish paternity
with court. 2 3.79 2 8.25
Review case to determine if paternity or support
establishment is needed. 3 3.71 10 3.71
Record information in case log. 4 3.64 4 6.07
Obtain service on NCP. 5 3.46 3 6.39
Determine next appropriate action with case. 6.5 3.39 14 2.29
Communicating verbally with parties. 6.5 3.39 6 4.93
Calculate current support according to current
Oklahoma guidelines.
8 3.36 5 5.79
Generate correspondence to parties. 9 3.25 11 3.61
Check court docket for orders on the case. 10.5 3.14 19 1.54
Calculate prior support due. 10.5 3.14 7 4.68
Close case if criteria are met for case closure. 12 3.11 12 2.61
Determine if Oklahoma has jurisdiction for a case or
can assert jurisdiction for an Interstate case. 13.5 3.00 26 1.14
Verify accuracy of absent parent (NCP) legal status for
all children.
13.5 3.00 24 1.29
Hold settlement conference. 15 2.93 8 4.46
Acquire and update address and current employment
information for NCP using manual locate process. 16 2.86 9 3.82
Check OSIS and PS2 for existing case for any party on
the application.
18 2.79 13 2.36
0 5 10
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 37
June, 2003
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for establishment. See
Appendix J for knowledge and skills ratings for establishment.
Professional Behavior
· Knowledge of which situations must be handled by an Attorney.
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
· Able to remain objective and represent interest of the State rather than the CP or NCP.
· Knowledge of when to ask for assistance from Office Manager or Attorney.
Analytical Skills:
· Able to read and derive information from court orders.
· Attention to detail, accuracy, meticulous, thoroughness.
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Able to listen for pertinent information that could provide needed information.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process.
· Knowledge of how many copies of which documents need to be in the case file and where they
should be located in the file.
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
· Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,
etc.).
· Able to interpret and communicate complex and technical information to non-technical people.
· Negotiation and settlement skills.
· Approachable and at ease with people.
Computer Skills
· Proficient at entering data into OSIS.
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
Legal Skills
· Knowledge of paternity presumptions and when genetic testing can be done.
· Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS
policy. Able to use information to prepare appropriate pleadings and take appropriate action.
· Knowledge of legal process and terminology.
Organization Skills
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
Child Support Specialist Certification Job Profile Summary 38
June, 2003
· Able to manage high volume case load.
Personal Attributes
· Confidence in ability to do your job.
· Willing to seek information/assistance from co-workers.
· Able to work well in stressful situations and not take your work home with you.
· Desire to help children.
Job Shadowing Summary
Two establishment workers were observed: one during a day with hearings to establish support, and the
other during the course of a normal workday. Two other job shadowing observations also included some
establishment tasks.
Child support specialists were observed:
· Keeping track of the status of cases they were working on;
· Searching the Oklahoma Public Legal Research System and requesting copies of divorce orders;
· Reading orders and preparing legal pleadings (from templates) to establish support to include
calculating amount owed and to whom owed, who is responsible for medical, etc;
· Scheduling hearings on court dockets;
· Verifying addresses and initiating service on CP and NCP typically by restricted certified mail;
· Holding settlement conferences
· Briefing the attorney as to proposed agreements from settlement conference;
· Updating OSIS with information regarding hearings and orders to include updating case logs.
· Communicating with parties (customers and attorneys) regarding establishment cases
The workers spent time with parties explaining the process of establishing paternity or support, including
obtaining NCP locate information from CP. During the settlement conferences observed, the child
support specialists explained the hearing process to establish support to include how current support,
arrears and any state-owed money were calculated, who was responsible for medical coverage and
obtained an agreement from the party(s) as to the details of the agreement. The child support specialists
all made sure the customers understood and provided opportunities for customers to ask questions to
clarify their understanding. Prior to the hearing, the child support specialist would brief the attorney as to
the proposed specifics of the agreement, but would not typically be present during the hearing. After the
hearing, the child support specialist updated OSIS on the new orders, mailed out copies of the orders to
the parties, and placed a copy of the orders in the case file.
Child Support Specialist Certification Job Profile Summary 39
June, 2003
Finance Job Area
Review Case File
Compute Arrearage
Computations
Build or update
obligation
Route case to
Enforcement
If applicable
· Balance Accountability
· Record Uncollected Payments
· Un-reimbursed assistance
· Foster care or OJA
· Calculate Interest
· Returned warrants
· Warrants Cancelled by Statute
· Undistributed Funds
· Over Payments
· Case Financial Balance Adjustments
· Federal and State Tax Offsets
Child Support Specialist Certification Job Profile Summary 40
June, 2003
Finance Job Profile
Goal: Identify the parties, and determine what is owed to whom.
Receive or Pull Case File
What information is needed in the Case File?
· Completed Applications (Child support and if applicable Public Assistance)
· Signed Certified Copies of all Orders
· Check for prior arrears comps in file to see where the figures come from
· What uncollected payments have been made (payments not directly received by Oklahoma—paid
directly to the CP or to another state)?
o Affidavit of Payments from CP
o NCP proof of payments made to CP
o Interstate documentation of payments made
o Letter from CP giving credit for past payments
o Any child support amounts credited per court order
o Any balances credited as a result of a court order
o CFPL screen print outs
· Old information about Public Assistance payments/records (e.g. BN1, BNO, PS2 system IV-A
screens, etc.)
· Documentation of who has physical and legal custody
· Emancipation Letter
Review Case File
· Read Order(s) - What is ordered by the court(s)?
o Does this order belong in my office?
o What support is ordered and who is ordered to pay it?
§ Child Support/Interest
· Total Current Child Support Includes:
o Current Child Support Amount and effective date, emancipation date, frequency, who
is payer, payee(s) and children specified. Is it per child/all order? Does Seasonal
support or Abatement exist?
o Medical Support Amount and effective date, emancipation date, frequency, who is
payer and payee(s). Is it per child/all order? Does Seasonal support or Abatement exist?
(If no medical support ordered, complete finance updates and pass file to establishment
to modify order)
o Day Care Support Amount and effective date, emancipation date, frequency, who is
payer and payee(s). Is it per child/all order? Does Seasonal support or Abatement exist?
o If order does not specify a due date, then due date is the last day of the month the order
was granted.
· Adjudicated Judgment(s) for prior time periods. Includes:
o Monthly Judgment Payment Plan amount and effective date, frequency, who is payer
and payee(s)
o Judgment Amount Ordered, totals and time periods (from and to), who is payor and
payee(s)-- includes child support, and may include medical, and daycare.
Child Support Specialist Certification Job Profile Summary 41
June, 2003
o Other fees (interest not charged, genetic testing, attorney fees, court expenses), amount
and effective date, frequency, who is payor and payee(s)
o Determine multiple judgment financial balance case types
· Spousal Support includes:
o Monthly payment plan amount, effective date, frequency, who is payor and payee.
o Total amount ordered and time periods (from and to)
o Does not accrue interest
· Identify and update OSIS information on factors that affect distribution of money:
§ Determine Case Status (IV-D status).
§ Determine current case type. Is case non-public assistance (private) or is public assistance
involved: e.g. IV-A, IVE, non-IVE, OJA, Disability?
· If public assistance, determine if all cases (IV-A, IVE, non-IVE, Disability, OJA,
DHS/DDSD case type) have been cross referenced (CSRL screen)
§ CP factors -Verify and update appropriately:
· How many CPs are involved in this case? (check PS2 e.g. CM, CMM, EF screens, EB
screens, BN screens; OSIS e.g. CSML CCPI/U/A screens). If there are multiple CPs then
build separate obligations for each CP who has a balance.
· Verify CP address (e.g. OSIS: ASA, ADA/U/B, CCPA, etc)
· Check for multiple DCN/SSN numbers (e.g. OSIS: PY, FD, DCHG, USN, FCR, etc)
· Is CP instate/interstate or multiple interstate? (e.g. OSIS CSML/REFI screens)
· CP’s current Types of Households (4 types) (e.g. OSIS CSML, CHU, CPTPHI screens)
· Is appropriate CP current custody linked to appropriate child(ren)? (e.g. OSIS CSML,
CHU screens)
· Prior CP and child custody time periods (e.g. OSIS CHI/U/A, CSCPI/U screens)
· Is CP receiving or has received public assistance? (PS2 screens)
o Appropriate IV-A reference case person ID linked to the appropriate IV-D reference
case person ID (Using the most recent IV-A reference case person ID) (e.g. OSIS
CCPI/U/A screens)
o Dates and amount received CP received public assistance (PS2 screens, microfiche)
· If CP on special medical, update CSML case type to M (e.g. OSIS CSML/CHU/I/A
screens)
§ Child factors -Verify and update appropriately:
· Are all appropriate children listed? (e.g. OSIS CHI/U/A, CSML screens)
· Appropriate legal status for all children (e.g. OSIS CHI/U/A, CSML screens)
· Correct current child(ren)’s case type of the case (15+ types) (e.g. OSIS CHI/U, CSML
screens)
· Correct prior child(ren)’s case type (e.g. OSIS CHI/U, CSML screens)
· Are or have the children been in foster care, OJA or in DHS/DDSD? Need time period and
amounts. (PS2 screens)
o If children are in IVE or non-IVE foster care, is DHS custody linked to the children
and current case type is F or E (e.g. AS400; PS2; OSIS CHI/U/A, CSML, CSCPI/U
screens)
o If children are in IVE or non-IVE foster care relative placement, current case type is
P. Will need to build obligation for relative with correct CP sequence. (e.g. OSIS
CSML, CHI/U/A, OBLE/N/U/C screens; PS2 screens)
o If children are in OJA, make sure CP is built as OJA, current case type is P, and make
sure addresses are updated correctly. Will need to build obligation for OJA with correct
CP sequence. (e.g. PS2; OSIS ASA, ADA/U, CCPA/I/U, CHI/U/A, CSML, CSCPI/U)
Child Support Specialist Certification Job Profile Summary 42
June, 2003
o If children are in DHS/DDSD, make sure CP is built as DHS/DDSD current case type
is M, and make sure addresses is updated correctly with the child(ren)’s name(s). Will
need to build obligation for DHS/DDSD with correct CP sequence. (e.g. PS2; OSIS
ASA, ADA/U, CCPA/I/U, CHI/U/A, CSML, CSCPI/U)
· Are children included in public assistance grant (i.e. TANF) or disabled? (PS2 screens)
§ NCP factors -Verify and update appropriately:
· Does NCP have physical or legal custody and time periods? (e.g. PS2 screens)
· Is NCP is receiving Public Assistance? (e.g. PS2 screens)
· Verify NCP address (e.g. OSIS: ASA, ADA/U/B, CCPA, etc)
· Check for multiple DCN/SSN numbers (e.g. OSIS: PY, FD, DCHG, USN, FCR, etc)
Record Uncollected Payments (CFPA)
o The CFPA command is used to create a CFPL (List ) for documentation of uncollected payments
credited to the NCP by CP affidavit, letter, or receipts not processed by CSED distribution unit.
Arrears Computations (On arrears comp form)
o Read order(s) (See Review Case File section above)
o Compare issuances on KI1 screens to CFRR screens for cancelled by statute and returned warrants
o Include pertinent notes information on arrears comp form
§ Party information (CP, NCP, Child name and DOB, Case Number, OAH, last date of payment
received, beginning and ending date of current support, etc)
§ List pertinent order(s) to include effective date, seasonal, abatement, amounts, frequency,
per/all order, and emancipation date.
§ List judgment(s) to include time periods and amounts by case type
§ List any fees (e.g. genetic testing, etc)
§ List any other relevant information that affects money owed
o Check PS2 screens to review timelines for receipt of public assistance
o Input judgment amounts from court orders (i.e. private, state or assigned)
o Input child support by month due in appropriate categories (i.e. private, state or assigned) based on
rules of assignment
o Input receipts by month from CFRRP, CFRB/X, KR20 TC/TN/TP/TF#, CFPL, and CP Affidavit
of payments
o Check UNDL
o Input interest payments
o Calculate how much has been paid and ownership of balances
o Recalculate to display interest accrual
o Verify that payment total distribution on arrears comp matches distribution from payment records
(CFRRP, CFRB/X, KR20 TC/TN/TP/TF#, CFPL, and CP Affidavit of payments)
o Verify that proper distribution hierarchy was followed and make adjustments as needed
o Verify that balances on system (BVD) match balances on arrears comp
o Verify that interest balances on OSIS system match interest balances on arrears comp
o Print arrears comp form, sign, and file
Build or Update Obligation
o Check Obligation list screen (OBL) for number of obligations that are pended or completed, and if
completed: active/concurrent or terminated?
§ If there is a pended obligation, then create a new obligation or modification (OBLN screen)
Child Support Specialist Certification Job Profile Summary 43
June, 2003
§ If there are no obligations listed, create an obligation from an existing order (i.e. divorce
decree or other district court order) using OBLE screen
§ If there are completed obligations, update existing obligations using OBLU screen
§ If there are multiple CPs, decide if you need to create multiple obligations by creating a copy
of an existing obligation using OBLC or by using OBLE/N screen
o Add or update the information in the obligation fields from the orders and ensure data are correct
§ Obligation sequence (obligation sequence number)
§ Obligation type (type of obligation, 1 digit code: T, B, P, O)
§ Order type (type of order, 1 digit code: D=divorce, S=married/separated, P=paternity)
§ Procedural type (type of procedure, 1 digit code: e.g. A=administrative or J=judicial or
R=registration of foreign support order)
§ EPS field (Emancipation pro-ration suppression, 1 digit code: blank or S or N)
· EPS field should be blank ( ) at all times except should be suppressed (S) when you have
o Two or more children,
o Current support is owed on each child,
o Each child is with a different custodial parent and
o the order is an all-aggregate order.
o When one child emancipates, remove the EPS suppression code (S)
o If the EPS field has a suppression code (N), remove the N--the number of children on
the first page has to match the number of children on the child’s page(s) to remove the
N.
o If not filled in correctly, current support will not post correctly.
§ Plaintiff field (full legal name of plaintiff)
§ CP sequence (custodial parent sequence number) Affects PRWORA distribution/CP
balances/judgment and arrears balances.
§ Modification sequence (modification sequence number)
§ Defendant fields (full legal name of defendant)
§ Court date (date that original hearing was held (MMDDYY)--should not change unless order
is modified)
§ More judgment fields (Y/N if Y there are more than four judgments and you must use F8 to
view the next screen for judgment continuations)
§ Order number fields (District count number)
§ Legal order date (date legal order signed) Date that original order was signed (MMDDYY)--
should not change unless order is modified.
§ Admin order (administrative court order number)
§ Date signed (date order signed) Date that original order was signed (MMDDYY)--should not
change unless order is modified. Important for performance measures, document
generator (DOCGEN), and 30 month review and adjustment letters.
§ OK county number (2 digit code, 01-77). County number and county portion of FIPS code
must agree.
§ Legal county name (county name)
§ Foreign order registration date (date foreign order registered)
§ City (name of city)
§ State (two digit post office abbreviation)
§ FIPS (state, county, county sequence code for the controlling order) County number and
county portion of FIPS code must agree. If state portion of FIPS code=40, then interest
will automatically be calculated, else flag must be updated to charge interest.
Child Support Specialist Certification Job Profile Summary 44
June, 2003
§ IRSEQ (interstate referral sequence, 3 digit code: 001, 002, etc) Needs to be linked to the
interstate referral screens (REFU/I screens) If not linked appropriately money will
default to undistributed—will affect performance measures.
§ Interstate referral type (type of interstate referral, 1 digit code: O=outgoing or I=incoming)
Needs to be linked to the interstate referral screens (REFU/I screens) If not linked
appropriately money will default to undistributed—will affect performance measures.
§ IA? (Income assignment, 1 digit code: D, Y, O or N) Income assignment will be
automatically generated if the code if Y, O, or N, but will not generate if the code is a D.
If it is a Y or O money will distribute from an income assignment, but if it is N or D,
money will default to undistributed—will affect performance measures.
§ IA MO JG (Income assignment monthly judgment payment plan, amount of payment with two
decimal places) Should never be blank unless there is no judgment (even if the judgment
is paid in full). The income assignment will pull from this field on all obligations to collect
on arrears and/or interest. If a judgment is owed to multiple CPs, you may need to split
judgment payment plan between the multiple obligations for different time periods.
§ Order verification date (date obligation was build entered or modified, MMDDYY)
§ Order status (status of the order, 1 digit code – important for performance measures.
§ Pend issuance indicator (Not used)
§ Support Ordered Indicator (Y/N)
§ Medical Ordered (see medical ordered indicators to determine status of payor) – important
for performance measures.
§ Total Monthly Support (Current monthly support plus judgment payment)
§ Per child/All Order (P or A indicator)
§ Number of Children
§ Total Current Support (Current support only)
§ Termination Reason (Interstate cases only)
§ Date (termination reason date)
§ Other (Other termination reason)
§ Arrearages Verified (V/I indicator)
§ Spousal Support (Monthly spousal support amount)
§ Judgment Type (State, Assigned, Private, Genetic Testing fees or Interstate)
§ Effective Date (Date judgment becomes due)
§ Total (Total amount for the judgment)
§ Per (Frequency of payment; monthly, total, bi-weekly,etc.)
§ From date (Beginning of adjudicated period)
§ To date (End of adjudicated period)
Obligation: Screen Two
§ Obligation sequence number
§ Child Name
§ Child sequence
§ Included in this order? (Y/N)
§ Absent Parent Legal Status
§ Legal Status Date (Date the current legal status of child became effective) – must be updated
– important for performance measures.
§ Effective Date (Date current support becomes effective per order)
§ Amount (Current support)
§ Per (Frequency of payment)
§ From (Beginning date current support is ordered)
Child Support Specialist Certification Job Profile Summary 45
June, 2003
§ To (date of child’s 18th birthday or graduation, not to exceed age 19)
§ Child Support (amount due per month, weekly, etc.)
§ Seasonal (amount - used for support abatement periods)
§ Medical (Medical Support payments in addition to current support) – rarely used
§ Other (Used for any amounts other than child support and medical payments) – rarely used
Calculate Un-Reimbursed Assistance
o Calculate IV-D Total Expenditures
§ Identify AFDC expended (BN1 and BNO screens)
§ If TANF case was open prior to BNO screen, request microfiche (PS2 screens)
§ Read and correct microfiche (remove duplicate warrants and reduce monthly expenditure)
§ Identify disregards—current support payments (up to $50 per mo nth) issued to CP while on
assistance prior to Sept 1996 (KI1 C#, KI1 TC# screens)
o Calculate Total Collections
§ Identify money paid to state by NCP(s) and retained by state
· For payments retained 1992 through current date, check CFRR screen
· For payments retained prior to 1992, check KR20 TC# screen
o Calculate URA Balance – Total balance to be retained by state
§ = Total Expenditures minus Total Collections
Also see sample worksheet “What is URA?”
Child Support Specialist Certification Job Profile Summary 46
June, 2003
WHAT IS URA? (Un-Reimbursed public Assistance)
URA is the cumulative amount of assistance paid to a family for all months, which has not been repaid by
assigned support collections. The total amount of un-reimbursed assistance a state may recover through
the IV-D program is limited by the total amount of the assigned support obligations.
SAMPLE WORKSHEET FOR DETERMINING URA
Date: C#
Calculation Thru:
A. EXPENDITURES
AFDC Expended / BN1 $0.00
AFDC Expended / BNO $0.00
AFDC Expended prior to BNO $0.00 Based on Microfiche
**KI1 C# $0.00 Thru 09/96
**KI1 TC#...A $0.00
**KI1 TC#...B
Total Expended $0.00
B. COLLECTIONS
CFRR Totals "C" & "D" (NCP #1) $0.00 -FGN #
CFRR Totals "C" & "D" (NCP #2) $0.00 -FGN #
CFRR Totals "C" & "D" (NCP #3) $0.00 -FGN #
KR20 TC#....A $0.00
KR20 TC#....B $0.00
Total Collections $0.00
Total AFDC Expended $0.00
Less Total Collections $0.00
URA Balance $0.00
**KI1 screens will include both $50D's and escrow issuances. You will need to count all warrants on this screen
in your computations.
Child Support Specialist Certification Job Profile Summary 47
June, 2003
Returned Warrants
o Check AS400 screens for list of returned warrants (warrants that have been returned because of
bad payee address)
§ Review ASA for new verified address, if none, do manual locate (from CP, manual locate,
PML, etc), update address verification date and source, then use resolution indicators screen to
input correct address and reissue warrant.
§ If CP can not be located, refund to NCP or transfer to state balances
Calculate Interest
o By state statute, interest accrues on current child support arrears, and child support judgements at a
rate of 10% per annum from the point in time the debt was in incurred.
o Genetic testing fees, spousal support and attorney fees are exempt from interest.
o The following screens are used to review and adjust interest: INTQ, INTADJ, INTN, INTN1.
Foster Care or OJA
· Identify child welfare IV-E or non IV-E case custody of children (OSIS, PS2 screens)
· Determine IV-E or non IV-E Case Status (OSIS, AS400 screens).
· Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced,
· Update custody time periods on CSCPU screen – If there are multiple CPs, build additional
obligations as needed for each custody time period.
· Update ADU 20 with Address for distribution of payments
Warrants Cancelled by Statute
o Determine if warrant is cancelled by statute (KI1 screen)
o Determine if warrant should be: reissued, refunded to NCP or transferred to state balances
§ If warrant will be reissued to CP: Send CP Affidavit of Lost or Destroyed Warrant to be
notarized and returned to state office for reissue.
§ If warrant is to be refunded or transferred, notify state office (PNDL screen)
Undistributed Funds (UNDL)
o Review alpha list of undistributed funds in local office (UNDO screen)
o Select case for review
o Determine if there are any balances or current support owed (CRSF screen)
§ If no balances are owed to state or CP, resolve UNDL to interest or refund to NCP
§ Balances owed to state or CP: Determine reason funds have not distributed (e.g. at risk URA,
excess)
· Check income assignment IA deletion date on CSEA screen – Must be six zeros
(00/00/00) to distribute
· Check balance verification date
o If no BVD, prepare arrears computation for case distribution and interest calculation,
then add BVD date and adjustments as needed.
· Check CFFBI screen for correct case type, and credit balances.
o Resolve UNDL
§ Use CFR command to distribute UNDL directly to case
§ Notify state office to release funds. Use UNDR command with resolution indicator (R, T) and
CFN note.
Child Support Specialist Certification Job Profile Summary 48
June, 2003
Balance Accountability
o Read support orders
o Was the obligation(s) built correctly?
§ Were all court dates, effective, and signature dates entered correctly?
§ Was judgement distributed correctly?
§ Were from-to dates on child page entered correctly?
§ Was current monthly support entered correctly for each child?
o Prepare complete arrearage computation.
§ Was monthly child support distributed correctly?
§ Were payments distributed correctly?
o Correct CHU case types and time frame if needed.
o Make appropriate adjustments and transfers for correct balances per arrearage computation
o Update CSCU screen with balance verification date (BVD)
Over Payments
o Identified via arrears computation, verbal request from CP or NCP with receipt documentation of
direct payments, etc.
o Submit request to State Office Overpayment Unit to pursue CP for overpayment due to:
§ Bad debt--Money issued to CP that does not belong to that CP
§ Erroneous overpayment. – Money issued to CP in error
§ Wrongfully retained support –- CP retained payments while on public assistance
Case Financial Balance Adjustments--Adjust balances per arrears computation, CP affidavit, NCP
receipts, interstate payment history, etc.
o Adjust monthly due (CFAD screen)
o Adjust arrears (CFAR screen)
o Adjust judgement amount (CFAJ screen)
Federal and State Tax Offsets
o Federal offsets will be applied to state balances first, then private arrears, genetic tests, interest
(Can not be applied to current support).
o State offsets will be applied according to Family First hierarchy: private balances are paid first,
state balances, then interest owed.
PRWORA Distribution
o Funds should be distributed as mandated by Federal regulation (Personal Responsibility Work
Reconciliation Act) distribution hierarchy.
o Finance workers should have a thorough understanding of PRWORA distribution buckets.
Child Support Specialist Certification Job Profile Summary 49
June, 2003
CSS Survey: Tasks
The tasks for finance rated on average as extremely or very important were:
· Enter adjustments.
· Enter data on OSIS to build and update obligation.
· Read Order(s) to determine the amount, duration, and payor of support obligation.
· Prepare and update arrearage computations/record of payments.
· Record information in case log.
· Identify and update OSIS information on factors that affect distribution of money.
· Complete Balance Accountability.
· Calculate Un-reimbursed Assistance.
· Manually review Undistributed Payments.
· Calculate interest.
· Knows what information is needed in the case file for finance.
· Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred
payments, or detainment of direct payments by CP.
· Calculate prior support due.
The most time consuming tasks for finance (2% or more of time spent on task) were:
· Enter data on OSIS to build and update obligation. (11%)
· Prepare and update arrearage computations/record of payments. (8.3%)
· Enter adjustments. (7.9%)
· Complete Balance Accountability. (6%)
· Calculate interest. (5.3%)
· Calculate prior support due. (4.8%)
· Calculate Un-reimbursed Assistance. (4.2%)
· Manually review Undistributed Payments. (4.2%)
· Identify and update OSIS information on factors that affect distribution of money. (4.2%)
· Read Order(s) to determine the amount, duration, and payor of support obligation. (3.7%)
· Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred
payments, or detainment of direct payments by CP. (3%)
· Record information in case log. (2.6%)
· Close case if criteria are met for case closure. (2%)
See Appendix K for ratings of importance and amount of time spent on tasks for finance.
Child Support Specialist Certification Job Profile Summary 50
June, 2003
Fourteen tasks were rated as very important or as consuming 2% or more of finance specialists’ time.
Finance specialists indicated they spend about 11% of their time building obligations in OSIS, a little over
8% of their time preparing arrearage computations and almost 8% of their time entering adjustments.
They rated “entering adjustments” as their most important task followed by building obligations and
reading orders. Only one task rated on average as moderately important was rated as taking on average
2% or more of finance specialists’ time.
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for finance. See
Appendix K for knowledge and skills ratings for finance.
Professional Behavior
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
· Knowledge of which situations must be handled by an Attorney.
Task
Rank
Import-ance
Rank
% of
Time
Enter adjustments. 1 3.77 3 7.88
Enter data on OSIS to build and update obligation. 2.5 3.69 1 10.96
Read Order(s) to determine the amount, duration, and payer
of support obligation. 2.5 3.69 10 3.73
Prepare and update arrearage computations/record of
payments.
4 3.65 2 8.31
Complete Balance Accountability. 6 3.54 4 6.00
Identify and update OSIS information on factors that affect
distribution of money.
6 3.54 9 4.15
Record information in case log. 6 3.54 12 2.62
Calculate Unreimbursed Assistance. 8.5 3.46 7.5 4.19
Manually review Undistributed Payments. 8.5 3.46 7.5 4.19
Calculate interest. 10 3.42 5 5.31
Knows what information is needed in the case file for finance. 11 3.38 15 1.54
Submit State Office requests for adjustments 12 3.27 11 2.96
Calculate prior support due. 13 3.15 6 4.77
Close case if criteria are met for case closure. 15 2.12 13 2.00
0 5 10 15
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 51
June, 2003
· Able to remain objective and represent interest of the State rather than the CP or NCP.
· Knowledge of when to ask for assistance from Office Manager or Attorney.
Analytical Skills:
· Attention to detail, accuracy, meticulous, thoroughness.
· Able to read and derive information from court orders.
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working
with numbers.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
Computer Skills
· Proficient at entering data into OSIS.
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
· Can use formulas in MS Excel to calculate arrears, interest, etc.
Legal
· Knowledge of legal process and terminology.
· Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS
policy. Able to use information to prepare appropriate pleadings and take appropriate action.
Organization Skills
· Able to manage high volume case load.
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
· Knowledge of where to find specifics on how to do a task and which information resources are the
most efficient.
Personal Attributes
· Desire to help children.
· Able to work well in stressful situations and not take your work home with you.
· Willing to seek information/assistance from co-workers.
· Confidence in ability to do your job.
Job Shadowing Summary
OSIS was used extensively by the three finance specialists who were shadowed. Deciding what to do
with undistributed payme nts involved knowing where in OSIS to look for the information needed to
decide to whom the money should be distributed. Finance specialists looked at receipts, obligations,
record of payments, and interest screens. All three used an e-mail template to e-mail the state office with
instructions on what to do with undistributed funds.
Child Support Specialist Certification Job Profile Summary 52
June, 2003
Building and updating obligations also involve extensive use of OSIS. One finance specialist researched
dates of service, linked child support case to the TANF case and updated dates of service in OSIS. The
finance specialist reviewed the order. No affidavit of payments was found in case file, so the finance
specialist updated Word templates for the cover letter and affidavit of payments to reflect the correct
customer information and specified the time period from the divorce decree date to the current date. Prior
to sending the affidavit of payments, the finance specialist checked PS2 and found new address for CP,
updated the address in OSIS and then printed the documents, signed and mailed.
All three finance specialists used an automated Excel spreadsheet to generate arrearage computations
(AC). After reading the order, locating the record of payments, and printing the OSIS receipts screen, the
specialist supplied the information requested by the Excel AC spreadsheet. The spreadsheet macro then
generated the AC. The specialist then updated payments made, TANF owed, checked the balances,
updated the obligation in OSIS, printed the AC, signed and had the AC notarized. There was usually
some time delay between updating the OSIS obligation and in OSIS displaying the updated information.
Specialists generally had to check OSIS several times to verify that the data was updated correctly. The
case file was typically then routed to enforcement. All three finance specialists used functionality of
Excel to drag a range of cell and fill in values. One used Alt tab key combination to toggle between OSIS
and Excel to enter payments rather than printing the OSIS screen.
Return warrant: The specialist checked PS2 and found new address for CP, then used e-mail template to
e-mail central office to mail checks to new address.
Case closure. CP requested case closure. Finance worker checked to make sure no TANF money was
owed and then closed case.
Finance specialists interacted via phone with custodial parents in response to CARE messages. One
specialist handled several walk-in customers. This involved interviewing the customer to determine what
was needed, then checking the case log and other OSIS screens (e.g. receipts), as well as the case file to
answer the customer’s questions.
Child Support Specialist Certification Job Profile Summary 53
June, 2003
Enforcement Job Area
Review Case File
Choose/Implement
appropriate
enforcement
action(s)
Modification
(if needed)
· Income Assignment
· Unemployment Benefits
· Federal Offset
· State Tax Offset
· FIDM
· Credit Bureau
· Passport
Automated
Processes
Manual
Processes
Prepare legal
pleadings
File pleadings with
court
Obtain service on
NCP
Hold settlement
conference
Hearing if needed
Order(s) entered by
court
Locate (if needed)
Monitor case and
take additional
action(s) as needed
Child Support Specialist Certification Job Profile Summary 54
June, 2003
Enforcement Job Profile
Goal: Enforce compliance with child support orders
Many automated remedies are initiated after the order is entered by finance, such as income withholding,
before manual processes are begun.
Oklahoma instate cases
Receive case file (has application and hopefully orders)
Compile Information on Case: ECE - Enforcement Case Evaluation (Ideal Process)
· review case,
· complete ECE form (Most information in OSIS), and
· figure out what needs to happen with the case
· what type of case is it?
· Non-Public Assistance Case
· Medical (determine if CP needs full service or medical only case)
· Public Assistance (TANF)
· Both PA and Non-PA
· check court docket for orders on the case
· request copies of orders (custody or support or modification) if needed
· check OSIS for child welfare case custody of kids (what court has power over child support order)
· State custody - Juvenile court supercedes other court orders for the specified child(ren).
· CP Custody
· Family Placement (Foster care
· Throughout process: Monitor case and close case if criteria are met for case closure
Modification (as needed)
· Prepare legal pleadings to modify order. e.g.
· Motion to modify an existing order (that does not currently include support)
· Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
Child Support Specialist Certification Job Profile Summary 55
June, 2003
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, Appear in Court
· NCP does not appear, default order for child support is entered
· NCP appears in court
· NCP acknowledges new support obligation and order is entered
· NCP does not acknowledge new support and hearing is held
Initiate Appropriate Enforcement Action(s)
(From ACTIONS AVAILABLE FOR NON-PAYMENT OF SUPPORT Poster S01089 OKDHS)
DEPRIVATION OF PROPERTY
Annual notice
· Yearly notification to parents of current and back support obligation. (may notify parties that 25% of
current support amount will be withheld as payment on past due support).
· Is generally the first course of action: how much NCP pays; to whom; starts legal process to obtain
payment plan for arrears; makes NCP responsible for notifying office of changes in address, provides
statutory notices to parties.
Income Assignment
· Automated and manual
· Usage: Automated process runs all the time
· Trigger: employment information is verified
· Process: Income Assignment is mailed to employer. Manual processes are required at the present
time to initiate withholding that increases payment by 25% of current support to be applied to past due
balances.
Unemployment Benefits
· Automated process to begin 1/1/03
· Usage: When appropriate
· Trigger: Received information that NCP is receiving unemployment
· Process: Check FCRL and PIEX to search for NCP UIB. If found, send referral to STO. If NCP is
receiving UIB out of state Initiate process with that state CS agency Trans 1 or trans 3 UIFSA
Federal Offset
· Automated
· Usage: Automated process runs all the time
· Trigger: Tax offset - NCP is owes minimum balance of $150 TANF or $500 non-public assistance
case; verified social security number of NCP and support order entered. All other Federal money
except VA Benefits - NCP has any balance due and is entitled to Federal money; Child must be under
age 18 for non-public assistance balances on tax refund offset; can intercept for child and spousal
support but not spousal support alone; cannot intercept federal taxes for costs such as genetic tests..
· Process: Automated system notifies federal government to intercept monies and send to State
Disbursement Unit.
State Tax Offset
· Automated
· Usage: Automated process runs all the time; Usually results in yearly collection.
· Trigger: NCP owes min balance of $50 and is entitled to a state Tax Refund
· Process: Automated system notifies OTC to intercept refund and send to State Disbursement Unit.
Child Support Specialist Certification Job Profile Summary 56
June, 2003
FIDM
· Automated and manual process
· Usage: Automated process runs all the time
· Trigger: Must have support order and be 3 months delinquent.
· Automated Process: System generates a levy freezing all accounts that the NCP has access to, in 21
days sends balance to State Disbursement Unit. Levy effective for 60 days.
· Manual Process is used for cases that do not meet the automated criteria. Review must be conducted
to determine if case meets criteria of support order and delinquency. No levy is required if there is
full and timely compliance with a payment plan and the levy would be inappropriate under the
circumstances.
Garnishment
· Not Automa ted
· Usage: Used to seize bank accounts, business accounts or other one-time seizures. (Used infrequently
as other remedies are more effective)
· Trigger: when an income assignment is not feasible or possible. Self-Employed NCP or NCP that has
rental prope

Child Support Specialist Certification
Job Profile Report
Child Support Specialist Certification Program Advisory Council
Report Prepared by
Betty Harris
University of Oklahoma
E-TEAM
June, 2003
Child Support Specialist Certification
Job Profile Report
Child Support Specialist Certification Program Advisory Council
Report Prepared by
Betty Harris
University of Oklahoma
E-TEAM
June, 2003
Child Support Specialist Certification Job Profile Summary 1
June, 2003
Executive Summary
The Child Support Certification Advisory Committee contracted with the University of Oklahoma E-TEAM
to develop a job profile for child support specialists for use in developing the certification
program. Focus groups and work groups were used to identify tasks performed and the knowledge and
skills needed for doing child support enforcement within six job areas: case initiation, locate,
establishment, finance, enforcement and interstate. Generalists who perform tasks in more than one job
area were also included in the process. A researcher from the OU E-ETEAM shadowed child support
specialists in each job area and observed the tasks performed. Child support specialists also completed an
online survey developed from the identified knowledge, skills and tasks for each job area. Child support
specialists rated each area of knowledge and skills (38 items) or task (66 items) on how important they
think it is for their identified job area. Child support specialists also indicated what percent of their time
is usually spent on each task.
One hundred and sixty online surveys were
completed from 31 child support district offices.
Survey respondents reported having worked an
average of 5 years in child support enforcement
and 3.9 years in the job area they rated. Thirty-five
percent reported working in child support
enforcement for five or more years. Twenty-five
percent reported working in the job area they rated
for five or more years. Sixty percent of
respondents report having completed a college
degree (See Table 2, Page 13).
This report provides a summary of the similarities in ratings of knowledge, skills and tasks across the
identified job areas as well as a summary of the findings for each job area that includes the job profile
developed from the work groups; the importance ratings of areas of knowledge, skills and tasks for each
job area and the percent of time usually spent on each task; and narrative summarizing the job shadowing
visits.
Thirty-six percent of tasks were rated as very important by more than one of the job areas, however, there
was variation in importance ratings of the tasks across job areas:
· Only one out of the 66 tasks (record information in case log) was rated as very important by all
seven job areas.
· Thirty percent of tasks were rated as very important by only one of the seven job areas.
o Four tasks were rated as very important only by case initiation:
§ Build case in OSIS and create physical file.
§ Check OSIS and PS2 for existing case for any party on the application.
§ Check OSIS for child welfare case custody of children.
§ Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross-referenced.
o Two tasks were rated as very important only by establishment:
§ Prepare and file legal pleadings to establish support with court.
§ Prepare and file legal pleadings to establish paternity with court.
o Seven tasks were rated as very important only by finance:
§ Enter data on OSIS to build and update obligation.
Years Worked in Child Support
11+ Yrs
13%
< 1 Yr
14%
1-2 Yrs
27%
3-4 Yrs
24%
5-6 Yrs
9%
7-10 Yrs
13%
Child Support Specialist Certification Job Profile Summary 2
June, 2003
§ Update OSIS with information regarding Return Warrants/Cancelled by Statute.
§ Calculate interest.
§ Calculate Un-reimbursed Assistance.
§ Enter adjustments.
§ Submit State Office requests for adjustments: bad debt, erroneous overpayment,
transferred payments, or detainment of direct payments by CP.
§ Manually review Undistributed Payments..
o Seven tasks were rated as very important only by enforcement:
§ Implement Income Assignment enforcement action.
§ Implement Contempt enforceme nt action.
§ Prepare and file legal pleadings to modify order with court.
§ Implement Worker's Compensation enforcement action.
§ Implement Unemployment Benefits enforcement action.
§ Implement License Revocation enforcement action.
§ Implement Annual Notice enforcement action..
o Four tasks were rated as very important only by interstate:
§ Implement Uniform Interstate Family Support Act enforcement action.
§ Implement Registration of Foreign Support Order enforcement action with the appropriate
tribunal.
§ Prepare and send Outgoing Interstate referral packet to other state central registry.
§ Notify referring state and parties regarding case status and provide copies of pleadings and
notices.
There was much more overlap in importance ratings of the 28 areas of knowledge and skills.
Approximately one fourth of the knowledge/skills were rated as very important by all job areas:
§ Professional Behavior
o Understanding and abiding by the expectations for professional behavior, to include
understanding that CSS cannot give legal advice but can provide information on process;
maintaining confidentiality.
§ Analytical Skills:
o Attention to detail, accuracy, meticulous, thoroughness.
o Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
§ Child Support Specific
o Understanding the overall Child Support Enforcement process.
§ Communication/Interpersonal Skills
o Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and
redirect focus when needed.
§ Computer Skills
o Proficient at entering data into OSIS.
§ Organization Skills
o Organizational Skills (a system of organizing and prioritizing tasks) and time management.
o Able to manage high volume case-load.
§ Personal Attributes
o Able to work well in stressful situations and not take your work home with you.
o Confidence in ability to do your job.
Child Support Specialist Certification Job Profile Summary 3
June, 2003
Approximately half of the areas of knowledge and skills were rated as very important by more than one
job area.
Seven knowledge/skills were rated as very important by only one of seven job areas:
§ Locate
o Creativity, thinking outside the box.
o Critical and analytical thinking. Enjoys solving puzzles.
§ Establishment
o Knowledge of how many copies of which documents need to be in the case file and where they
should be located in the file.
o Knowledge of paternity presumptions and when genetic testing can be done.
§ Finance
o Can use formulas in MS Excel to calculate arrears, interest, etc.
§ Interstate
o Knowledge of which documents and forms are required for Interstate referrals.
o Proficient at using Microsoft Word.
The following tables and graphs summarize the tasks rated as most important and most time consuming
by staff rating each job area. Included are the tasks that were either rated as very important (Mean rating 3
or higher) or which on average take two percent or more of the worker’s time. The complete list of tasks
can be found in the appendices for each job area. In the following tables, tied ranks are an average of the
ranks for items with the same average rating. In the following graphs the rating scale for the importance
ratings is different than the time spent scale. For each task, importance ratings could only range between
zero (Not Important) and four (Extremely Important), whereas time spent on each task could range from
zero to 100%. Differences in the relative height of the bars for time spent and importance ratings reflect
this difference in scaling. For each job area, the tasks are sorted in descending order by the average
importance rating.
Child Support Specialist Certification Job Profile Summary 4
June, 2003
Task
Rank
Import-ance
Rank
% of
Time
Build case in OSIS and create physical file. 1 4.00 1 24.69
Check OSIS and PS2 for existing case for any party on
the application.
2 3.77 5 3.54
Determine Case Status (IV-D status). 3 3.62 12.5 1.92
Check OSIS for child welfare case custody of children. 4 3.54 6 3.31
Record information in case log. 5.5 3.23 2 6.31
Check court docket for orders on the case. 5.5 3.23 4 3.77
Determine if all IV-A, IV-E, non-IV-E, OJA, Disability
cases have been cross referenced.
7 3.15 9 2.08
Acquire and update address and current employment
information for NCP using manual locate process.
8.5 3.08 3 5.15
Verify accuracy of absent parent (NCP) legal status for
all children.
8.5 3.08 10.5 2.00
Request copies of orders if needed. 10 3.00 14 1.69
Review case to determine if paternity or support
establishment is needed.
12 2.69 8 2.15
Generate correspondence to parties. 13 2.62 10.5 2.00
Obtain service on NCP. 21 1.00 7 2.69
0 10 20 30
Importance
% of Time
Case Initiation
Thirteen tasks were rated as very important or as consuming 2% or more of case initiation specialists’
time. Case initiation specialists reported they spend almost one quarter of their time building cases in
OSIS and building physical files. They also rated this task as the most important of the tasks rated. Ten
tasks were rated on average as very important by case initiation specialists. Three tasks with lower
importance ratings were rated as consuming 2% or more of case initiation specialists’ time.
Child Support Specialist Certification Job Profile Summary 5
June, 2003
Locate
Only seven tasks were rated as very important or as consuming 2% or more of locate specialists’ time.
Locate specialists indicated they spend about one third of their time doing manual locate tasks. They also
rated manual locate as their most important task. Only two tasks were rated on average as very important
(mean importance rating of 3 or higher) manual locate and record information in case log. Five tasks
rated on average as somewhat or moderately important were rated as taking on average 2% or more of
locate specialists’ time.
Task
Rank
Import-ance
Rank
% of
Time
Acquire and update address and current employment
information for NCP using manual locate process. 1 3.67 1 32.78
Record information in case log. 2 3.33 2 6.67
Generate correspondence to parties. 5.5 2.56 6 2.22
Check court docket for orders on the case. 12.5 1.78 7 2.11
Verify accuracy of absent parent (NCP) legal status for
all children.
14 1.67 3 5.00
Obtain service on NCP. 16.5 1.56 4.5 4.00
Build case in OSIS and create physical file. 25.5 1.11 4.5 4.00
0 10 20 30 40
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 6
June, 2003
Establishment
Seventeen tasks were rated as very important or as consuming 2% or more of establishment specialists’
time. Establishment specialists indicated they spend about 17% of their time preparing and filing legal
pleadings to establish paternity and support. They also rated these two tasks as their most important tasks.
Three tasks rated on average as moderately important were rated as taking on average 2% or more of
establishment specialists’ time.
Task
Rank
Import-ance
Rank
%
Time
Prepare and file legal pleadings to establish support
with court.
1 3.82 1 8.46
Prepare and file legal pleadings to establish paternity
with court. 2 3.79 2 8.25
Review case to determine if paternity or support
establishment is needed.
3 3.71 10 3.71
Record information in case log. 4 3.64 4 6.07
Obtain service on NCP. 5 3.46 3 6.39
Determine next appropriate action with case. 6.5 3.39 14 2.29
Communicating verbally with parties. 6.5 3.39 6 4.93
Calculate current support according to current
Oklahoma guidelines. 8 3.36 5 5.79
Generate correspondence to parties. 9 3.25 11 3.61
Check court docket for orders on the case. 10.5 3.14 19 1.54
Calculate prior support due. 10.5 3.14 7 4.68
Close case if criteria are met for case closure. 12 3.11 12 2.61
Determine if Oklahoma has jurisdiction for a case or
can assert jurisdiction for an Interstate case.
13.5 3.00 26 1.14
Verify accuracy of absent parent (NCP) legal status for
all children. 13.5 3.00 24 1.29
Hold settlement conference. 15 2.93 8 4.46
Acquire and update address and current employment
information for NCP using manual locate process. 16 2.86 9 3.82
Check OSIS and PS2 for existing case for any party on
the application.
18 2.79 13 2.36
0 5 10
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 7
June, 2003
Finance
Fourteen tasks were rated as very important or as consuming 2% or more of finance specialists’ time.
Finance specialists indicated they spend about 11% of their time building obligations in OSIS, a little over
8% of their time preparing arrearage computations and almost 8% of their time entering adjustments.
They rated “entering adjustments” as their most important task followed by building obligations and
reading orders. Only one task rated on average as moderately important was rated as taking on average
2% or more of finance specialists’ time.
Task
Rank
Import-ance
Rank
% of
Time
Enter adjustments. 1 3.77 3 7.88
Enter data on OSIS to build and update obligation. 2.5 3.69 1 10.96
Read Order(s) to determine the amount, duration, and payer
of support obligation. 2.5 3.69 10 3.73
Prepare and update arrearage computations/record of
payments. 4 3.65 2 8.31
Complete Balance Accountability. 6 3.54 4 6.00
Identify and update OSIS information on factors that affect
distribution of money. 6 3.54 9 4.15
Record information in case log. 6 3.54 12 2.62
Calculate Unreimbursed Assistance. 8.5 3.46 7.5 4.19
Manually review Undistributed Payments. 8.5 3.46 7.5 4.19
Calculate interest. 10 3.42 5 5.31
Knows what information is needed in the case file for finance. 11 3.38 15 1.54
Submit State Office requests for adjustments 12 3.27 11 2.96
Calculate prior support due. 13 3.15 6 4.77
Close case if criteria are met for case closure. 15 2.12 13 2.00
0 5 10 15
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 8
June, 2003
Enforcement
Tasks Other than Enforcement Actions
Fifteen tasks were rated as very important or as consuming 2% or more of enforcement specialists’ time.
Enforcement specialists indicated they spend about 6% of their time doing manual locate, nearly 5%
communicating verbally with parties, and 4.5% of their time determining the next appropriate action with
case. They rated recording information in case log as their most important task followed by obtaining
service on NCP, and reading orders. Three tasks rated on average as moderately important were rated as
taking on average 2% or more of enforcement specialists’ time.
Enforcement Actions
The enforcement actions rated as most important were income assignment, contempt, and unemployment
benefits (See next page). The most time-consuming enforcement actions were income assignment,
contempt, and annual notice (See next page).
0 2 4 6 8
Importance
% of Time
Task
Rank
Import-ance
Rank
%
Time
Record information in case log. 1 3.69 4 4.43
Obtain service on NCP. 2 3.59 11 2.38
Read Order(s) to determine the amount, duration, and
payer of support obligation.
3 3.44 8 3.13
Determine next appropriate action with case. 4 3.34 3 4.51
Prepare and update arrearage computations/record of
payments. 5 3.33 6 3.57
Acquire and update address and current employment
information for NCP using manual locate process.
6 3.20 1 6.38
Communicating verbally with parties. 7.5 3.18 2 4.84
Request copies of orders if needed. 7.5 3.18 20.5 0.95
Determine which order is the controlling order and
determine who has CEJ.
9 3.16 16 1.49
Prepare and file legal pleadings to modify order with
court. 10 3.15 7 3.18
Calculate current support according to current
Oklahoma guidelines. 11 3.08 9 2.85
Knows what information is needed in the case file for
finance.
12 3.05 19 1.15
Generate correspondence to parties. 13 2.97 5 3.64
Calculate prior support due. 16 2.92 12 2.21
Hold settlement conference. 17 2.90 10 2.79
Child Support Specialist Certification Job Profile Summary 9
June, 2003
Task
Rank
Import-ance
Rank
%
Time
Implement Income Assignment enforcement action. 1 3.72 1 4.43
Implement Contempt enforcement action. 2.5 3.16 2 4.10
Implement Unemployment Benefits enforcement action. 2.5 3.16 7 1.30
Implement License Revocation enforcement action. 4.5 3.15 4 3.08
Implement Worker's Compensation enforcement action. 4.5 3.15 6 1.48
Implement Annual Notice enforcement action. 6 3.05 3 3.38
Implement Liens against real property (Statement of
Judgment) enforcement action.
7 2.90 8 1.26
Implement Uniform Interstate Family Support Act
enforcement action.
8 2.84 11 0.92
Implement Garnishment enforcement action. 9 2.82 13.5 0.51
Implement FIDM enforcement action. 10 2.80 5 1.67
Implement Registration of Foreign Support Order
enforcement action with the appropriate tribunal.
11.5 2.75 10 1.13
Implement State Tax Offset enforcement action. 11.5 2.75 15 0.48
Implement Interstate Administrative Enforcement
action.
13 2.74 9 1.15
Implement Federal Offset enforcement action. 14 2.44 16 0.44
Implement Bankruptcy Payments enforcement action. 15 2.34 13.5 0.51
Implement Certificate of Title or License of
Registration enforcement action.
16 2.21 12 0.64
Implement Retirement Payments enforcement action. 17 2.10 20.5 0.25
Implement Credit Bureau enforcement action. 18 2.05 20.5 0.25
Implement Federal Felony enforcement action. 19 2.02 19 0.26
Implement Passport enforcement action. 20 1.98 23 0.18
Implement State Felony enforcement action. 21 1.97 22 0.20
Implement Probate enforcement action. 22 1.95 24.5 0.16
Implement State Misdemeanor (Omitting to Provide)
enforcement action.
23 1.89 18 0.28
Implement Appearance Bonds enforcement action. 24 1.85 17 0.41
Implement State Felony – Interstate Flight enforcement
action.
25 1.84 26 0.13
Implement Seek Work Order enforcement action. 26.5 1.79 24.5 0.16
Implement Federal Misdemeanor enforcement action. 26.5 1.79 28 0.08
Implement Till Tap (Execution and Levy) enforcement
action.
28 1.69 27 0.10
0 2 4 6
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 10
June, 2003
Interstate
Seventeen tasks were rated as very important or as consuming 2% or more of interstate specialists’ time.
Interstate specialists indicated they spend about 10% of their time communicating with parties, 8.6% of
their time recording information in the case log and almost 8% of their time determining the next
appropriate action on case. They rated recording information in case log as their most important task
followed by determining which order is the controlling order and determining who has CEJ, followed by
reading order(s) to determine the amount, duration, and payor of support obligation. No tasks rated as less
than very important consumed more than 2% of interstate specialists’ time.
0 5 10 15
Importance
% of Time
Task
Rank
Import-ance
Rank
%
Time
Record information in case log. 1.5 3.44 2 8.56
Determine which order is the controlling order and
determine who has CEJ.
1.5 3.44 9 2.78
Determine if Oklahoma has jurisdiction for a case or
can assert jurisdiction for an Interstate case. 3.5 3.33 8 3.11
Read Order(s) to determine the amount, duration, and
payer of support obligation.
3.5 3.33 11.5 2.22
Determine next appropriate action with case. 6 3.22 3 5.78
Prepare and update arrearage computations/record of
payments.
6 3.22 4 5.11
Request copies of orders if needed. 6 3.22 13 2.00
Communicating verbally with parties. 10 3.11 1 9.89
Implement Uniform Interstate Family Support Act
enforcement action.
10 3.11 6 4.22
Generate correspondence to parties. 10 3.11 7 4.00
Acquire and update address and current employment
information for NCP using manual locate process.
10 3.11 16 1.78
Review case to determine if paternity or support
establishment is needed.
10 3.11 21 1.33
Prepare and send Outgoing Interstate referral packet to
other state central registry. 15 3.00 5 4.67
Notify referring state and parties regarding case status
and provide copies of pleadings and notices.
15 3.00 10 2.67
Close case if criteria are met for case closure. 15 3.00 11.5 2.22
Determine Case Status (IV-D status). 15 3.00 14.5 1.89
Implement Registration of Foreign Support Order
enforcement action with the appropriate tribunal.
15 3.00 17.5 1.56
Child Support Specialist Certification Job Profile Summary 11
June, 2003
Generalist
Twenty tasks were rated as very important or as consuming 2% or more of generalists’ time. Generalists
indicated they spend about four percent of their time completing balance accountability, almost four
percent of their time recording information in the case log and a little over three percent of their time
verifying the accuracy of absent parent legal status. They rated recording information in case log as their
most important task followed by reading order(s) to determine the amount, duration, and payor of support
obligation, followed by determining next appropriate action with case. Fourteen tasks rated on average as
moderately important were rated as taking on average 2% or more of generalists’ time.
Task
Rank
Import-ance
Rank
%
Time
Record information in case log. 1 3.57 2 3.79
Read Order(s) to determine the amount, duration, and
payer of support obligation. 2 3.29 15.5 2.14
Determine next appropriate action with case. 3 3.21 7 3.00
Obtain service on NCP. 4 3.14 11 2.57
Complete Balance Accountability. 5.5 3.07 1 3.93
Identify and update OSIS information on factors that
affect distribution of money. 5.5 3.07 15.5 2.14
Prepare and update arrearage computations/record of
payments.
9.5 2.93 4 3.36
Enter data on OSIS to build and update obligation. 9.5 2.93 6 3.14
Calculate current support according to current
Oklahoma guidelines.
9.5 2.93 9.5 2.64
Prepare and file legal pleadings to establish support
with court.
13.5 2.86 5 3.29
Prepare and file legal pleadings to establish paternity
with court. 16 2.79 8 2.79
Calculate prior support due. 16 2.79 18 2.07
Implement Contempt enforcement action. 20 2.71 12 2.36
Calculate Unreimbursed Assistance. 20 2.71 13.5 2.21
Generate correspondence to parties. 20 2.71 18 2.07
Verify accuracy of absent parent (NCP) legal status for
all children.
26 2.64 3 3.43
Communicating verbally with parties. 26 2.64 9.5 2.64
Check court docket for orders on the case. 26 2.64 13.5 2.21
Enter adjustments. 26 2.64 18 2.07
Acquire and update address and current employment
information for NCP using manual locate process.
32 2.57 20 2.00
0 2 4 6
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 12
June, 2003
Table of Contents
Executive Summary......................................................................................................................................1
Methodology ...............................................................................................................................................14
Identification of Job Areas.......................................................................................................................14
Job Profile Development.........................................................................................................................14
Focus Groups and Work Groups..........................................................................................................14
Job Shadowing ....................................................................................................................................14
Prioritizing Knowledge, Skills and Tasks ................................................................................................14
Child Support Enforcement Specialist Survey.....................................................................................14
Survey Participants..........................................................................................................................15
Task Importance Ratings Across Job Areas.....................................................................................16
Knowledge and Skills Importance Ratings Across Job Areas.........................................................20
Case Initiation Job Area ...............................................................................................................................22
Case Initiation Job Profile........................................................................................................................23
CSS Survey: Tasks ..................................................................................................................................24
CSS Survey: Knowledge and Skills.........................................................................................................25
Job Shadowing Summary........................................................................................................................26
Locate Job Area...........................................................................................................................................27
Locate Job Profile ...................................................................................................................................28
CSS Survey: Tasks ..................................................................................................................................28
CSS Survey: Knowledge and Skills.........................................................................................................29
Job Shadowing Summary........................................................................................................................30
Establishment Job Area...............................................................................................................................31
Establishment Job Profile........................................................................................................................32
CSS Survey: Tasks ..................................................................................................................................35
CSS Survey: Knowledge and Skills.........................................................................................................37
Job Shadowing Summary........................................................................................................................38
Finance Job Area.........................................................................................................................................39
Finance Job Profile..................................................................................................................................40
CSS Survey: Tasks ..................................................................................................................................49
CSS Survey: Knowledge and Skills.........................................................................................................50
Job Shadowing Summary........................................................................................................................51
Enforcement Job Area.................................................................................................................................53
Enforcement Job Profile..........................................................................................................................54
CSS Survey: Tasks ..................................................................................................................................59
CSS Survey: Knowledge and Skills.........................................................................................................63
Job Shadowing Summary........................................................................................................................64
Interstate Job Area.......................................................................................................................................66
Interstate Job Profile ...............................................................................................................................67
CSS Survey: Tasks ..................................................................................................................................69
CSS Survey: Knowledge and Skills.........................................................................................................70
Job Shadowing Summary........................................................................................................................71
Generalist Job Area.....................................................................................................................................74
Generalist Job Profile..............................................................................................................................74
CSS Survey: Tasks ..................................................................................................................................74
CSS Survey: Knowledge and Skills.........................................................................................................76
Job Shadowing Summary........................................................................................................................77
Child Support Specialist Certification Job Profile Summary 13
June, 2003
Appendices..................................................................................................................................................79
Appendix A. Child Support Enforcement Specialist Job Areas...............................................................80
Appendix B. Correspondence ..................................................................................................................81
Focus Group and Work Group Nomination E-Mail.............................................................................81
Job Shadowing Nomination E-Mail.....................................................................................................84
Web Survey Initial E-Mail...................................................................................................................85
Web Survey Reminder E-Mail.............................................................................................................86
Appendix C. Participants .........................................................................................................................87
Focus Group and Work Group Participants .........................................................................................87
Job Shadowing Participants .................................................................................................................89
Appendix D. Job Shadowing Notes Form................................................................................................90
Appendix E. Web Survey.........................................................................................................................91
Appendix F. Number of Child Support Specialists and Survey Responses by CSED Office .................98
Appendix G. Web Survey Major Areas of Study.....................................................................................99
Appendix H. Case Initiation Knowledge, Skills and Task Ratings .......................................................101
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................101
Knowledge and Skills: Mean Importance Ratings .............................................................................103
Appendix I. Locate Knowledge, Skills and Task Ratings......................................................................104
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................104
Knowledge and Skills: Mean Importance Ratings .............................................................................106
Appendix J. Establishment Knowledge, Skills and Task Ratings..........................................................107
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................107
Knowledge and Skills: Mean Importance Ratings .............................................................................109
Appendix K. Finance Knowledge, Skills and Task Ratings ..................................................................110
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................110
Knowledge and Skills: Mean Importance Ratings .............................................................................112
Appendix L. Enforcement Knowledge, Skills and Task Ratings...........................................................113
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................113
Knowledge and Skills: Mean Importance Ratings .............................................................................115
Appendix M. Interstate Knowledge, Skills and Task Ratings ...............................................................116
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................116
Knowledge and Skills: Mean Importance Ratings .............................................................................118
Appendix N. Generalist Knowledge, Skills and Task Ratings ..............................................................119
Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................119
Knowledge and Skills: Mean Importance Ratings .............................................................................121
Knowledge and Skills: Mean Importance Ratings .............................................................................121
Appendix O. Task Importance Ratings by Job Area..............................................................................122
Appendix P. Time Spent on Tasks by Job Area.....................................................................................124
Appendix Q. Knowledge and Skills Importance Ratings by Job Area ..................................................126
Appendix R. Existing Resources............................................................................................................128
Child Support Specialist Certification Job Profile Summary 14
June, 2003
Child Support Specialist Certification
Job Profile Report
Methodology
Identification of Job Areas
The Child Support Certification Advisory Council identified six job areas within child support
enforcement: Case Initiation, Locate, Establishment, Finance, Enforcement, and Interstate. A Generalist
job area was included as some child support specialists perform more than one of the above job areas.
The Council also generated a list of tasks within each job area they felt should be included within each job
area (See Appendix A).
Job Profile Development
Focus Groups and Work Groups
In June 2002, office management was asked to nominate experienced, high performing staff in one or
more of the identified job areas to participate in a focus or work groups to outline the tasks within each
job area (See Appendix B for e-mail soliciting participants). From nominations, the Council selected
child support specialists to participate in the groups for each of the identified job areas. The groups met
during August and September 2002 (See Appendix C for the list of participants). Participants outlined
tasks performed in each job area. During these meetings, participants also generated attributes they felt
were important for doing their job area well. In October 2002 the job area document developed during
the groups was e-mailed to participants and feedback was solicited on completeness and accuracy of the
task lists. This feedback was incorporated into the task list document.
Job Shadowing
In November 2002, office management was asked to nominate experienced, high performing staff in one
or more of the identified job areas to participate in Job Shadowing (See Appendix D). From this list, the
Council selected child support specialists to participate in shadowing: Case Initiation (1 day), Locate (1
day), Establishment (2 days), Finance (3 days), Enforcement (3 days), Interstate (Outgoing 1day,
Incoming 1 day) and Generalist (1 day). The researcher traveled to the identified Child Support Offices
during the months of December 2002 through February 2003. The shadowing process involved spending
most of the work day watching the child support specialist do tasks, taking notes using the Job Shadowing
Notes Form and asking questions to make sure the observer understood what was being done. See
Appendix C for the list of Job Shadowing participants and Appendix D for the Job Shadowing Notes
Form.
Prioritizing Knowledge, Skills and Tasks
Child Support Enforcement Specialist Survey
The attributes generated by the groups were combined across the identified job areas and were condensed
into 38 non-overlapping concepts by the research consultant and council members. An online survey was
developed from the condensed list of knowledge and skills along with the 66 tasks generated for each job
area. Survey participants were asked to choose a job area and rate how important they think each attribute
is for doing their job area well. Survey participants also indicated what proportion of their time is spent
doing the identified tasks.
Child Support Specialist Certification Job Profile Summary 15
June, 2003
Survey Participants
One hundred and sixty online surveys were completed from 31 child support district offices (see
Appendix F for a count of surveys by CSED office). Respondents reported having worked an average of
5 years in child support enforcement and 3.9 years in the job area they rated (see Table 1).
Table 1. Years Worked in Job Area and in Child Support
In Job Area In Child Support
# % # %
< 1 Year 33 21% 23 14%
1-2 Years 51 32% 42 26%
3-4 Years 36 23% 39 24%
5-6 Years 11 7% 14 9%
7-10 Years 16 10% 21 13%
10+ Years 13 8% 21 13%
Thirty five percent of respondents reported having completed some college or having received an
associate degree, 43% of respondents reported having completed a bachelor’s degree, and six percent
reported advanced degrees (See Table 2). See Appendix G for a list of major areas of study.
Table 2. Education Levels
Highest Degree # %
High School, No Diploma or GED 2 1%
High School Grad-Diploma Or Equiv (GED) 22 14%
Some College But No Degree 39 24%
Associate Degree-Occupational/Vocational 18 11%
Bachelor's Degree 69 43%
Master's Degree 7 4%
Doctorate or Professional Degree 3 2%
The majority of survey respondents (63%) indicated they usually spend 100% of their time working in the
selected job area, 16% indicated they spend 76-99% of their time working in the job area they selected,
18% indicated they usually spend 50-75% of their time working in the selected job area and four percent
reported spending less than half of their time working in the selected job area.
Table 3. Respondent Characteristics by Job Area Rated
# Surveys % Surveys Job Area
Percent of
Time in
Job Area
Years in
Job Area
Years in
Child
Support
13 8.1% Case Initiation 72.3% 5.3 6.7
61 38.1% Enforcement 93.0% 3.2 3.7
28 17.5% Establishment 92.0% 3.7 5.1
26 16.3% Finance 84.4% 4.5 7.1
14 8.8% Generalist 83.9% 5.9 6.8
9 5.6% Interstate 92.8% 2.6 2.6
9 5.6% Locate 71.1% 3.8 4.7
160 Total 87.7% 3.9 5.0
Highest Degree
PhD or
Professional
Some High
School
High School
Or GED
Master's
Some
College But
Associate No Degree
Bachelor's
Years Worked in Child Support
11+ Years < 1 Year
1-2 Years
3-4 Years
5-6 Years
7-10
Years
Child Support Specialist Certification Job Profile Summary 16
June, 2003
Task Importance Ratings Across Job Areas
The number of tasks rated as very important (mean rating of 3 or higher) was calculated for each job area
(See Table 4). Enforcement workers rated almost one third of the listed tasks as very important for
enforcement, followed by interstate workers who rated about one quarter of listed tasks as very important
for interstate, establishment and finance workers rated about one fifth of listed tasks as very important for
establishment and finance. Case initiation workers, generalists and locate workers rated fewer listed tasks
as very important for their job areas. See Appendix O for the complete list of task importance ratings for
each job area. See Appendix P for the complete list of percent of time spent on each task for each job
area.
Table 4. Number and percent of tasks rated as very important by job area.
Job Area # %
Enforcement 21 32%
Interstate 17 26%
Establishment 14 21%
Finance 14 21%
Case Initiation 10 15%
Generalist 6 9%
Locate 2 3%
Of the 66 tasks included in the web survey:
· Only one task “Record information in case log” was rated as very important by all job areas.
· Three tasks were rated very important across four of the seven job areas.
o “Read Order(s) to determine the amount, duration, and payor of support obligation.” was rated
as very important for finance; enforcement; interstate and generalists.
o “Determine next appropriate action with case.” was rated as very important for establishment,
enforcement; interstate and generalists.
o “Acquire and update address and current employment information for NCP using manual
locate process.” was rated as very important for case initiation, locate, enforcement and
interstate.
· Seven tasks were rated very important across three of the seven job areas
o “Obtain service on NCP.” was rated as very important for establishment, enforcement, and
generalists.
o “Prepare and update arrearage computations/record of payments.” was rated as very important
for finance; enforcement, and interstate.
o “Request copies of orders if needed.” was rated as very important for case initiation,
enforcement, and interstate.
o “Generate correspondence to parties.” was rated as very important for establishment,
enforcement, and interstate.
o “Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate
case.” was rated as very important for establishment, enforcement, and interstate.
o “Communicating verbally with parties.” was rated as very important for establishment,
enforcement, and interstate.
Child Support Specialist Certification Job Profile Summary 17
June, 2003
o “Check court docket for orders on the case.” was rated as very important for case initiation,
establishment and enforcement.
· Ten tasks were rated very important across two of the seven job areas
o “Complete Balance Accountability.” and “Identify and update OSIS information on factors
that affect distribution of money.” Were rated as very important by both finance and
generalists.
o “Knows what information is needed in the case file for finance.” was rated as very important
for both finance and enforcement.
o “Calculate current support according to current Oklahoma guidelines.” was rated as very
important for both finance and establishment.
o “Close case if criteria are met for case closure.” was rated as very important for both interstate
and establishment.
o “Calculate prior support due.” was rated as very important for both finance and establishment.
o “Determine which order is the controlling order and determine who has CEJ.” was rated as
very important for both enforcement and interstate.
o “Verify accuracy of absent parent (NCP) legal status for all children.” was rated as very
important for both case initiation and establishment.
o “Determine Case Status (IV-D status).” was rated as very important for both case initiation and
interstate.
o “Review case to determine if paternity or support establishment is needed.” was rated as very
important for both establishment and interstate.
· Twenty-four tasks were rated very important by only one of the seven job areas
o Four tasks were rated as very important only by case initiation:
§ Build case in OSIS and create physical file.
§ Check OSIS and PS2 for existing case for any party on the application.
§ Check OSIS for child welfare case custody of children.
§ Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.
o Two tasks were rated as very important only by establishment:
§ Prepare and file legal pleadings to establish support with court.
§ Prepare and file legal pleadings to establish paternity with court.
o Seven tasks were rated as very important only by finance:
§ Enter data on OSIS to build and update obligation.
§ Update OSIS with information regarding Return Warrants/Cancelled by Statute.
§ Calculate interest.
§ Calculate Un-reimbursed Assistance.
§ Enter adjustments.
§ Submit State Office requests for adjustments: bad debt, erroneous overpayment,
transferred payments, or detainment of direct payments by CP.
§ Manually review Undistributed Payments..
o Seven tasks were rated as very important only by enforcement:
§ Implement Income Assignment enforcement action.
§ Implement Contempt enforcement action.
§ Prepare and file legal pleadings to modify order with court.
§ Implement Worker's Compensation enforcement action.
§ Implement Unemployment Benefits enforcement action.
§ Implement License Revocation enforcement action.
§ Implement Annual Notice enforcement action..
Child Support Specialist Certification Job Profile Summary 18
June, 2003
o Four tasks were rated as very important only by interstate:
§ Implement Uniform Interstate Family Support Act enforcement action.
§ Implement Registration of Foreign Support Order enforcement action with the appropriate
tribunal.
§ Prepare and send Outgoing Interstate referral packet to other state central registry.
§ Notify referring state and parties regarding case status and provide copies of pleadings and
notices.
o Twenty-one tasks were rated as somewhat or moderately important for the enforcement job
area:
§ Implement Garnishment enforcement action.
§ Implement FIDM enforcement action.
§ Implement Bankruptcy Payments enforcement action.
§ Implement Liens against real property (Statement of Judgment) enforcement action.
§ Hold settlement conference.
§ Implement State Tax Offset enforcement action.
§ Implement State Felony enforcement action.
§ Implement Interstate Administrative Enforcement action.
§ Implement Retirement Payments enforcement action.
§ Implement Appearance Bonds enforcement action.
§ Implement Federal Offset enforcement action.
§ Implement Credit Bureau enforcement action.
§ Implement Passport enforcement action.
§ Implement State Felony – Interstate Flight enforcement action.
§ Implement Seek Work Order enforcement action.
§ Implement Certificate of Title or License of Registration enforcement action.
§ Implement State Misdemeanor (Omitting to Provide) enforcement action.
§ Implement Till Tap (Execution and Levy) enforcement action.
§ Implement Probate enforcement action.
§ Implement Federal Felony enforcement action.
§ Implement Federal Misdemeanor enforcement action.
Importance Ratings for Selected Tasks Across Job Areas
Acquire and update address and current
employment information for NCP using
manual locate process.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Read Order(s) to determine the amount,
duration, and payor of support obligation.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Child Support Specialist Certification Job Profile Summary 19
June, 2003
See Appendix O for task importance ratings by job area.
Obtain service on NCP.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Prepare and update arrearage
computations/record of payments.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Communicating verbally with parties.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Generate correspondence to parties.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Determine next appropriate action with case.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Determine if Oklahoma has jurisdiction for a
case or can assert jurisdiction for an
Interstate case.
0 1 2 3 4
Case Initiation
Locate
Establishment
Finance
Enforcement
Interstate
Generalist
Not
Somewhat
Moderately
Very
Extremely
How Important
Child Support Specialist Certification Job Profile Summary 20
June, 2003
Knowledge and Skills Importance Ratings Across Job Areas
The number of knowledge and skills rated as very important (mean rating of 3 or higher) was calculated
for each job area (See Table 5). Enforcement and establishment workers rated almost two thirds of the
listed knowledge and skills as very important for enforcement and establishment respectively.
Generalists, case initiation, finance and interstate workers rated approximately half of the listed
knowledge and skills as very important for their job area. Locate workers rated 42% of the listed
knowledge and skills as very important for their job area. See Appendix Q for the complete list of
knowledge/Skill importance ratings for each job area.
Table 5. Number and percent of knowledge and skills rated as very important by job area.
Job Area # %
Establishment 26 68%
Enforcement 25 66%
Generalist 20 53%
Case Initiation 19 50%
Finance 19 50%
Interstate 19 50%
Locate 16 42%
Ten knowledge/skills were rated as very important by all job areas:
§ Professional Behavior
o Understanding and abiding by the expectations for professional behavior, to include
understanding that CSS cannot give legal advice but can provide information on process;
maintaining confidentiality.
§ Analytical Skills:
o Attention to detail, accuracy, meticulous, thoroughness.
o Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
§ Child Support Specific
o Understanding the overall Child Support Enforcement process.
§ Communication/Interpersonal Skills
o Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and
redirect focus when needed.
§ Computer Skills
o Proficient at entering data into OSIS.
§ Organization Skills
o Organizational Skills (a system of organizing and prioritizing tasks) and time management.
o Able to manage high volume case load.
§ Personal Attributes
o Able to work well in stressful situations and not take your work home with you.
o Confidence in ability to do your job.
Five knowledge/skills were rated as very important by six of seven job areas:
§ Able to read and derive information from court orders.
§ Able to listen for pertinent information that could provide needed information.
§ Willing to seek information/assistance from co-workers.
Child Support Specialist Certification Job Profile Summary 21
June, 2003
§ Knowledge of which situations must be handled by an Attorney.
§ Able to remain objective and represent interest of the State rather than the CP or NCP.
One knowledge/skill was rated as very important by five of seven job areas:
§ Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
One knowledge/skill was rated as very important by four of seven job areas:
§ Knowledge of when to ask for assistance from Office Manager or Attorney.
Six knowledge/skills were rated as very important by three of seven job areas:
§ Approachable and at ease with people.
§ Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,
etc.).
§ Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS
policy. Able to use information to prepare appropriate pleadings and take appropriate action.
§ Knowledge of legal process and terminology.
§ Knowledge of where to find specifics on how to do a task and which information resources are the
most efficient.
§ Desire to help children.
Five knowledge/skills were rated as very important by two of seven job areas:
§ Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working
with numbers.
§ Knowledge of which remedies are the most efficient.
§ Networking to make connections with persons who can provide information (e.g. utilities, law
enforcement, apartment managers, employers, etc.).
§ Able to interpret and communicate complex and technical information to non-technical people.
§ Negotiation and settlement skills.
Seven knowledge/skills were rated as very important by only one of seven job areas:
§ Locate
o Creativity, thinking outside the box.
o Critical and analytical thinking. Enjoys solving puzzles.
§ Establishment
o Knowledge of how many copies of which documents need to be in the case file and where they
should be located in the file.
o Knowledge of paternity presumptions and when genetic testing can be done.
§ Finance
o Can use formulas in MS Excel to calculate arrears, interest, etc.
§ Interstate
o Knowledge of which documents and forms are required for Interstate referrals.
o Proficient at using Microsoft Word.
Three knowledge/skills were not rated as very important by any job areas:
§ Assertive.
§ Proficient at using Microsoft Outlook for e-mail and scheduling.
§ Basic MS Excel skills (entering data, copying, pasting, moving around, etc.).
See Appendix Q for knowledge and skills importance ratings by job area.
Child Support Specialist Certification Job Profile Summary 22
June, 2003
Case Initiation Job Area
Receive Application
Look for existing
case for parties on
the application and
cross-reference
Build case in OSIS
Build physical file
Request additional
information (e.g.
court orders,
affidavits, etc)
If existing CS case
found, route
application to that
CSE office
Route case to
appropriate worker
per office procedure
Child Support Specialist Certification Job Profile Summary 23
June, 2003
Case Initiation Job Profile
Case Initiation Goal: Information is collected, any additional information is requested, and paperwork
completed to open the case within the time prescribed by federal guidelines. It is important that case
initiation ensures information is consistent and accurate.
Receive application from private party, or referral from IV-A agency
· Incoming interstate cases are built by central registry (at State Office) and routed to correct district
office, however case still needs to be reviewed to make sure it’s complete.
· Central Case Registry (at State Disbursement Unit) builds skeleton cases for Private Applications in
order to create FGN and deposit the money.
Look for existing case for any party on the application
· Check IMS OSIS (CSE) and PS2 system (Public Assistance) IV-A
· Most efficient way: Name Inquiry for Client Database (UDA screen) for existing Department
Client Number (DCN) for each party on application. Are any parties on another case? (Use UDA
system to find). Is NCP in home if it’s a medical case? (check CMM C number).
· If existing CS case is found, route application to that CSE office.
· Attempt to verify accuracy of absent parent (NCP) legal status for all children.
· accuracy EXTREMELY important because it will determine whether the case goes to
enforcement or establishment-OSIS screen book has NCP legal status code list;
· affects federal funding & performance measures particularly in paternity establishment
Build case within 20 days of date of referral or receipt of application and fee. (Federal law)
· Enter data into IMS system (OSIS) from electronic or paper referrals (applications and paper referrals
from IV-A) & Build physical file
· Identifying information for Parties (NCP, CP, BP, (name, ssn, dob, race, sex
· Location information (address, employer
· Obtain Copy of Court Order(s) for paper file
· Send out questionnaire or forms. E.g. Affidavit of Payments from CP
· If paternity is an issue, request Affidavit of Paternity (CSE 209) for each child, or Paternity
Questionnaire (PO4)
· Custody: Who has physical custody of each child in the application
Route case to appropriate worker per office procedure
Child Support Specialist Certification Job Profile Summary 24
June, 2003
CSS Survey: Tasks
Case Initiation staff indicated they spend the most time (24.7%) building cases in OSIS and creating
physical files. They all agreed that this task is extremely important for case initiation.
The tasks for case initiation rated on average as extremely or very important were:
· Build case in OSIS and create physical file.
· Check OSIS and PS2 for existing case for any party on the application.
· Determine Case Status (IV-D status).
· Check OSIS for child welfare case custody of children.
· Record information in case log.
· Check court docket for orders on the case.
· Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.
· Acquire and update address and current employment information for NCP using manual locate
process.
· Verify accuracy of absent parent (NCP) legal status for all children.
· Request copies of orders if needed.
· Communicating verbally with parties.
· Review case to determine if paternity or support establishment is needed.
· Generate correspondence to parties.
· Close case if criteria are met for case closure.
The most time consuming tasks for case initiation (2% or more of time spent on task) were:
· Build case in OSIS and create physical file. (24.7%)
· Record information in case log. (6.3%)
· Acquire and update address and current employment information for NCP using manual locate
process. (5.2%)
· Check court docket for orders on the case. (3.8%)
· Check OSIS and PS2 for existing case for any party on the application. (3.5%)
· Check OSIS for child welfare case custody of children. (3.3%)
· Obtain service on NCP. (2.7%)
· Review case to determine if paternity or support establishment is needed. (2.2%)
· Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross-referenced. (2.1%)
· Verify accuracy of absent parent (NCP) legal status for all children. (2%)
· Generate correspondence to parties. (2%)
See Appendix H for ratings of importance and amount of time spent on tasks for case initiation.
Child Support Specialist Certification Job Profile Summary 25
June, 2003
Thirteen tasks were rated as very important or as consuming 2% or more of case initiation specialists’
time. Case initiation specialists reported they spend almost one quarter of their time building cases in
OSIS and building physical files. They also rated this task as the most important of the tasks rated. Ten
tasks were rated on average as very important by case initiation specialists. Three tasks with lower
importance ratings were rated as consuming 2% or more of case initiation specialists’ time.
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for case initiation. See
Appendix H for knowledge and skills ratings for case initiation.
Professional Behavior
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
· Knowledge of which situations must be handled by an Attorney.
· Able to remain objective and represent interest of the State rather than the CP or NCP.
Task
Rank
Import-ance
Rank
% of
Time
Build case in OSIS and create physical file. 1 4.00 1 24.69
Check OSIS and PS2 for existing case for any party on
the application. 2 3.77 5 3.54
Determine Case Status (IV-D status). 3 3.62 12.5 1.92
Check OSIS for child welfare case custody of children. 4 3.54 6 3.31
Record information in case log. 5.5 3.23 2 6.31
Check court docket for orders on the case. 5.5 3.23 4 3.77
Determine if all IV-A, IV-E, non-IV-E, OJA, Disability
cases have been cross referenced. 7 3.15 9 2.08
Acquire and update address and current employment
information for NCP using manual locate process.
8.5 3.08 3 5.15
Verify accuracy of absent parent (NCP) legal status for
all children. 8.5 3.08 10.5 2.00
Request copies of orders if needed. 10 3.00 14 1.69
Review case to determine if paternity or support
establishment is needed. 12 2.69 8 2.15
Generate correspondence to parties. 13 2.62 10.5 2.00
Obtain service on NCP. 21 1.00 7 2.69
0 10 20 30
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 26
June, 2003
Analytical Skills:
· Attention to detail, accuracy, meticulous, thoroughness.
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Able to listen for pertinent information that could provide needed information.
· Able to read and derive information from court orders.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
· Writing skills for generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,
etc.).
· Approachable and at ease with people.
· Networking to make connections with persons who can provide information (e.g. utilities, law
enforcement, apartment managers, employers, etc.).
Computer Skills
· Proficient at entering data into OSIS.
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
· Proficient at using Microsoft Outlook for e-mail and scheduling.
Organization Skills
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
· Able to manage high volume case load.
Personal Attributes
· Able to work well in stressful situations and not take your work home with you.
· Confidence in ability to do your job.
· Willing to seek information/assistance from co-workers.
Job Shadowing Summary
Once case initiation specialist was shadowed. OSIS and PS2 use was a central feature of case initiation.
The case initiation specialist worked a list of referrals from OSIS. The worker would search to see if the
referral had an existing child support case. If an existing case was found, the worker would change the
office in the referral list and would e-mail the worker to let them know she had transferred the case. If no
existing case was found, the worker searched for existing public assistance cases and attempted to verify
address and employment information by using multiple interfaces. As information was found, the case
initiation worker would print and would use these printouts when building the case in OSIS. When
duplicate cases were found, the case initiation worker would resolve the duplicate numbers. The worker
built the physical file and typed the label for the file. From the one hardcopy application observed, the
case initiation worker also read the order and filled out a portion of a legal history form and added the
form to the case file. The Child Support Specialist routed cases to appropriate specialty area.
Child Support Specialist Certification Job Profile Summary 27
June, 2003
Locate Job Area
Not
Located
Automated Locate
Process activated by
Case Initiation
Update OSIS
Generate employer
and postmaster
letters
Case flag indicator
alerts CSS to review
received information
Search various
sources for address
and employment
information
Manual Locate
Process
Mail postmaster and
employer letters
Update OSIS as
information received
Located
Route case to
appropriate worker
per office procedure
Child Support Specialist Certification Job Profile Summary 28
June, 2003
Locate Job Profile
Locate Goal: Locate the parents and their assets and employer(s).
Automated process for acquiring and updating address, current employment information for NCP
· Case Initiation enters data into IMS.
· IMS rule generates priority 05: If SSN and no verified address, it will search multiple databases: IMS,
DHS, DPS, OESC (OWG, OWL, OWC), New Hire list (NHL), Federal Case Registry, State Parent
Locator Service, CSENet
· Automatically updates some information in OSIS case file
· Automatically sends out employer and postmaster letters
· Case Flag indicator alerts CSS to follow up with review of received information
Manual Process
· Review Case
· NCP Locate
· Send letter(s) soliciting information
· CP letter requesting information L07, Military, incarceration, utility, etc
· Find Address for NCP and Employer
· Search electronic sources (See locate guide developed by Rob Walker)
· Contacting friends, relatives, service providers, etc who might have information
· Check court records, county and municipal, in the last known city & county of residence.
· Send out postmaster letter(s) and employer(s) letter(s) to verify address(es)
· If CP locate needed:
· CP postmaster letter
· Check FCR
· Contact IV-A worker
· Update case information as received (See CS manual-Locate)
· Throughout process: Close case if criteria met for case closure
CSS Survey: Tasks
The tasks for locate rated on average as extremely or very important were:
· Acquire and update address and current employment information for NCP using manual locate
process.
· Record information in case log.
· Determine next appropriate action with case.
· Communicating verbally with parties.
· Review case to determine if paternity or support establishment is needed.
· Generate correspondence to parties.
Child Support Specialist Certification Job Profile Summary 29
June, 2003
The most time consuming tasks for locate (2% or more of time spent on task) were:
· Acquire and update address and current employment information for NCP using manual locate
process. (32.8%)
· Record information in case log. (6.7%)
· Verify accuracy of absent parent (NCP) legal status for all children. (5%)
· Obtain service on NCP. (4%)
· Build case in OSIS and create physical file. (4%)
· Generate correspondence to parties. (2.2%)
· Check court docket for orders on the case. (2.1%)
See Appendix I for ratings of importance and amount of time spent on tasks for locate.
Only seven tasks were rated as very important or as consuming 2% or more of locate specialists’ time.
Locate specialists indicated they spend about one third of their time doing manual locate tasks. They also
rated manual locate as their most important task. Only two tasks were rated on average as very important
(mean importance rating of 3 or higher) manual locate and record information in case log. Five tasks
rated on average as somewhat or moderately important were rated as taking on average 2% or more of
locate specialists’ time.
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for locate. See
Appendix I for knowledge and skills ratings for locate.
Professional Behavior
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
Analytical Skills:
· Attention to detail, accuracy, meticulous, thoroughness.
Task
Rank
Import-ance
Rank
% of
Time
Acquire and update address and current employment
information for NCP using manual locate process.
1 3.67 1 32.78
Record information in case log. 2 3.33 2 6.67
Generate correspondence to parties. 5.5 2.56 6 2.22
Check court docket for orders on the case. 12.5 1.78 7 2.11
Verify accuracy of absent parent (NCP) legal status for
all children.
14 1.67 3 5.00
Obtain service on NCP. 16.5 1.56 4.5 4.00
Build case in OSIS and create physical file. 25.5 1.11 4.5 4.00
0 10 20 30 40
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 30
June, 2003
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Able to listen for pertinent information that could provide needed information.
· Creativity, thinking outside the box.
· Critical and analytical thinking. Enjoys solving puzzles.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
· Networking to make connections with persons who can provide information (e.g. utilities, law
enforcement, apartment managers, employers, etc.).
Computer Skills
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
· Proficient at entering data into OSIS.
Organization Skills
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
· Able to manage high volume case load.
· Knowledge of where to find specifics on how to do a task and which information resources are the
most efficient.
Personal Attributes
· Confidence in ability to do your job.
· Able to work well in stressful situations and not take your work home with you.
Job Shadowing Summary
Use of online resources was a central feature of locate. The worker searched various online sources to
attempt to locate the non-custodial parent (NCP) and employer including: OSIS, PS2, Federal Case
Registry New Hires, DPS drivers license, OESC employment, Oklahoma Public Legal Research System,
Google web metasearch engine, and by-subscription phone number search.
The locate specialist also contacted the custodial parent (CP) who was able to provide information on the
location of the NCP and encouraged the CP to call if they found out anything new. In conjunction, the
locate specialist entered a case log for CARE instructing CARE to transfer the custodial parent to the
locate specialist if she called.
Child Support Specialist Certification Job Profile Summary 31
June, 2003
Establishment Job Area
Yes No
Review Case
If paternity has not
been established
Prepare legal
pleadings to
establish paternity
and support
Send case to
outgoing interstate
If CP fails to return
paternity
questionnaire, non-coop,
notify IV-A
Route case to
Finance
If support has not
been established
Prepare legal
pleadings to
establish support
File pleadings with court
Obtain service on NCP
Settlement conference
Order(s) entered by court
Does Oklahoma
have jurisdiction
If address is more
than one year old or
NCP not located,
need Locate
Calculate child
support and prior
support due
Hearing (if needed)
Child Support Specialist Certification Job Profile Summary 32
June, 2003
Establishment Job Profile
Goal: establish paternity and/or support for children
Establishing Paternity
· M Child legal status case – Full paternity – need to establish paternity
Need paternity established if
· Parents never married and no CSED 209
· Parents divorced more than 10 months before child was born
Don’t need paternity established if you have
· CSED 209
· divorce decree and child was born less than 10 months after date of decree
· previous court order establishing either paternity or support
Establishment
· P Child legal status case – 209 signed, no order
· I Child legal status case – Married but separated, no support order or absence of mother
· H Child legal status case – Paternity established, no support order (rare)
· B Child legal status case – Order exists for family, but this NCP not ordered to provide
Process
Review Case
· Send out paternity questionnaire if not in file
· Does information in OSIS match hardcopy information in file and paternity questionnaire?
· If paternity questionnaire shows that paternity has been established (209 or court order) request
copy of order, then move to establishing support
· If paternity questionnaire shows that support has already been established (court order), request
copy of order, then move to enforcement.
· If CP fails to return paternity questionnaire, update CCPU with non-cooperation information and
inform IV-A case worker of status.
· If paternity questionnaire casts doubt as to proper NCP, may need to review case with attorney and
or schedule appointment with CP.
· Is NCP Located?
· If yes and the address is no more than a year old, then proceed
· If no or the address is more than a year old, additional locate must be done
· Establish jurisdiction-Was the child conceived in Oklahoma or is there proof the alleged father was in
Oklahoma ever?
· If no, it goes to outgoing interstate
· If yes, we have jurisdiction, proceed with paternity
· What level of service is desired?
· Full service (Medical and child support)
· Medical enforcement only (MEO cases where CP is on medical but does not want child support
collection services other than those required by federal law and regulation.)
· Gather income information of NCP and BP to calculate child support and prior support due
Child Support Specialist Certification Job Profile Summary 33
June, 2003
· Calculate current support according to current Oklahoma guidelines
· Calculate prior support due
· Calculate appropriate amount of support for each relevant time period
· Review information concerning prior support payments and give credit where appropriate
· Prepare arrearage computations/record of payments from support and payment information
M Child legal status case
· Prepare legal pleadings to establish paternity. E.g.
· Notice of Paternity Support Obligation (NOPSO) (if MEO case, may request medical support
only)
· Show Cause Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, prepare for Court and Appear in Court
· NCP does not appear, paternity is established and default order for child support is entered
· NCP appears in court
· acknowledge paternity – a paternity and support order is entered by the court
· request genetic testing
· court orders genetic testing
· schedule testing or test and set return appearance
· If paternity negative, prepare appropriate notice of genetic test results, file in court
and send to parties
· If BP states an imposter was tested instead of the NCP, or if either party objects
to test results within 15 days file Notice of Objection to Testing and schedule
evidentiary hearing or previously scheduled hearing held to address situation
· If BP confirms identity of NCP or does not respond to notice of genetic test
results, then dismiss
· If paternity positive, prepare appropriate notice of genetic test results, file in court
and send to parties
· An order is entered by the court that establishes support and paternity
P Child legal status case – 209 signed, no order - Same as above except paternity is established from
Paternity Affidavit 209/no genetic testing needed
· Prepare legal pleadings to establish support. E.g.
Child Support Specialist Certification Job Profile Summary 34
June, 2003
· Notice of Support Obligation (NOSO) (if MEO case, may request medical support only)
· Show Cause Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, Appear in Court
· NCP does not appear, default order for child support is entered
· NCP appears in court
· NCP acknowledges support obligation and order is entered
· NCP does not acknowledge support and hearing is held
Establishing Support
Usually married/separated or Mom is NCP (Legal status H, I or B)
· Prepare legal pleadings to establish support. E.g.
· Notice of Support Debt (NOSD) for administrative court (if MEO case, may request medical
support only)
· Petition to establish child support in District court
· Motion to modify an existing order (that does not currently include support)
· Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, Appear in Court
Child Support Specialist Certification Job Profile Summary 35
June, 2003
· NCP does not appear, default order for child support is entered
· NCP appears in court
· NCP acknowledges support obligation and order is entered
· NCP does not acknowledge support and hearing is held
Throughout process: Monitor case and close case if criteria are met for case closure
Route to Finance then to Enforcement
CSS Survey: Tasks
The tasks for establishment rated on average as extremely or very important were:
· Prepare and file legal pleadings to establish support with court.
· Prepare and file legal pleadings to establish paternity with court.
· Review case to determine if paternity or support establishment is needed.
· Record information in case log.
· Obtain service on NCP.
· Communicating verbally with parties.
· Determine next appropriate action with case.
· Calculate current support according to current Oklahoma guidelines.
· Generate correspondence to parties.
· Check court docket for orders on the case.
· Calculate prior support due.
· Close case if criteria are met for case closure.
· Verify accuracy of absent parent (NCP) legal status for all children.
· Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case.
The most time consuming tasks for establishment (2% or more of time spent on task) were:
· Prepare and file legal pleadings to establish support with court. (8.5%)
· Prepare and file legal pleadings to establish paternity with court. (8.3%)
· Obtain service on NCP. (6.4%)
· Record information in case log. (6.1%)
· Calculate current support according to current Oklahoma guidelines. (5.8%)
· Communicating verbally with parties. (4.9%)
· Calculate prior support due. (4.7%)
· Hold settlement conference. (4.5%)
· Acquire and update address and current employment information for NCP using manual locate
process. (3.8%)
· Review case to determine if paternity or support establishment is needed. (3.7%)
· Generate correspondence to parties. (3.6%)
· Close case if criteria are met for case closure. (2.6%)
· Check OSIS and PS2 for existing case for any party on the application. (2.4%)
· Determine next appropriate action with case. (2.3%)
See Appendix J for ratings of importance and amount of time spent on tasks for establishment.
Child Support Specialist Certification Job Profile Summary 36
June, 2003
Seventeen tasks were rated as very important or as consuming 2% or more of establishment specialists’
time. Establishment specialists indicated they spend about 17% of their time preparing and filing legal
pleadings to establish paternity and support. They also rated these two tasks as their most important tasks.
Three tasks rated on average as moderately important were rated as taking on average 2% or more of
establishment specialists’ time.
Task
Rank
Import-ance
Rank
%
Time
Prepare and file legal pleadings to establish support
with court.
1 3.82 1 8.46
Prepare and file legal pleadings to establish paternity
with court. 2 3.79 2 8.25
Review case to determine if paternity or support
establishment is needed. 3 3.71 10 3.71
Record information in case log. 4 3.64 4 6.07
Obtain service on NCP. 5 3.46 3 6.39
Determine next appropriate action with case. 6.5 3.39 14 2.29
Communicating verbally with parties. 6.5 3.39 6 4.93
Calculate current support according to current
Oklahoma guidelines.
8 3.36 5 5.79
Generate correspondence to parties. 9 3.25 11 3.61
Check court docket for orders on the case. 10.5 3.14 19 1.54
Calculate prior support due. 10.5 3.14 7 4.68
Close case if criteria are met for case closure. 12 3.11 12 2.61
Determine if Oklahoma has jurisdiction for a case or
can assert jurisdiction for an Interstate case. 13.5 3.00 26 1.14
Verify accuracy of absent parent (NCP) legal status for
all children.
13.5 3.00 24 1.29
Hold settlement conference. 15 2.93 8 4.46
Acquire and update address and current employment
information for NCP using manual locate process. 16 2.86 9 3.82
Check OSIS and PS2 for existing case for any party on
the application.
18 2.79 13 2.36
0 5 10
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 37
June, 2003
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for establishment. See
Appendix J for knowledge and skills ratings for establishment.
Professional Behavior
· Knowledge of which situations must be handled by an Attorney.
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
· Able to remain objective and represent interest of the State rather than the CP or NCP.
· Knowledge of when to ask for assistance from Office Manager or Attorney.
Analytical Skills:
· Able to read and derive information from court orders.
· Attention to detail, accuracy, meticulous, thoroughness.
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Able to listen for pertinent information that could provide needed information.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process.
· Knowledge of how many copies of which documents need to be in the case file and where they
should be located in the file.
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
· Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,
etc.).
· Able to interpret and communicate complex and technical information to non-technical people.
· Negotiation and settlement skills.
· Approachable and at ease with people.
Computer Skills
· Proficient at entering data into OSIS.
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
Legal Skills
· Knowledge of paternity presumptions and when genetic testing can be done.
· Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS
policy. Able to use information to prepare appropriate pleadings and take appropriate action.
· Knowledge of legal process and terminology.
Organization Skills
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
Child Support Specialist Certification Job Profile Summary 38
June, 2003
· Able to manage high volume case load.
Personal Attributes
· Confidence in ability to do your job.
· Willing to seek information/assistance from co-workers.
· Able to work well in stressful situations and not take your work home with you.
· Desire to help children.
Job Shadowing Summary
Two establishment workers were observed: one during a day with hearings to establish support, and the
other during the course of a normal workday. Two other job shadowing observations also included some
establishment tasks.
Child support specialists were observed:
· Keeping track of the status of cases they were working on;
· Searching the Oklahoma Public Legal Research System and requesting copies of divorce orders;
· Reading orders and preparing legal pleadings (from templates) to establish support to include
calculating amount owed and to whom owed, who is responsible for medical, etc;
· Scheduling hearings on court dockets;
· Verifying addresses and initiating service on CP and NCP typically by restricted certified mail;
· Holding settlement conferences
· Briefing the attorney as to proposed agreements from settlement conference;
· Updating OSIS with information regarding hearings and orders to include updating case logs.
· Communicating with parties (customers and attorneys) regarding establishment cases
The workers spent time with parties explaining the process of establishing paternity or support, including
obtaining NCP locate information from CP. During the settlement conferences observed, the child
support specialists explained the hearing process to establish support to include how current support,
arrears and any state-owed money were calculated, who was responsible for medical coverage and
obtained an agreement from the party(s) as to the details of the agreement. The child support specialists
all made sure the customers understood and provided opportunities for customers to ask questions to
clarify their understanding. Prior to the hearing, the child support specialist would brief the attorney as to
the proposed specifics of the agreement, but would not typically be present during the hearing. After the
hearing, the child support specialist updated OSIS on the new orders, mailed out copies of the orders to
the parties, and placed a copy of the orders in the case file.
Child Support Specialist Certification Job Profile Summary 39
June, 2003
Finance Job Area
Review Case File
Compute Arrearage
Computations
Build or update
obligation
Route case to
Enforcement
If applicable
· Balance Accountability
· Record Uncollected Payments
· Un-reimbursed assistance
· Foster care or OJA
· Calculate Interest
· Returned warrants
· Warrants Cancelled by Statute
· Undistributed Funds
· Over Payments
· Case Financial Balance Adjustments
· Federal and State Tax Offsets
Child Support Specialist Certification Job Profile Summary 40
June, 2003
Finance Job Profile
Goal: Identify the parties, and determine what is owed to whom.
Receive or Pull Case File
What information is needed in the Case File?
· Completed Applications (Child support and if applicable Public Assistance)
· Signed Certified Copies of all Orders
· Check for prior arrears comps in file to see where the figures come from
· What uncollected payments have been made (payments not directly received by Oklahoma—paid
directly to the CP or to another state)?
o Affidavit of Payments from CP
o NCP proof of payments made to CP
o Interstate documentation of payments made
o Letter from CP giving credit for past payments
o Any child support amounts credited per court order
o Any balances credited as a result of a court order
o CFPL screen print outs
· Old information about Public Assistance payments/records (e.g. BN1, BNO, PS2 system IV-A
screens, etc.)
· Documentation of who has physical and legal custody
· Emancipation Letter
Review Case File
· Read Order(s) - What is ordered by the court(s)?
o Does this order belong in my office?
o What support is ordered and who is ordered to pay it?
§ Child Support/Interest
· Total Current Child Support Includes:
o Current Child Support Amount and effective date, emancipation date, frequency, who
is payer, payee(s) and children specified. Is it per child/all order? Does Seasonal
support or Abatement exist?
o Medical Support Amount and effective date, emancipation date, frequency, who is
payer and payee(s). Is it per child/all order? Does Seasonal support or Abatement exist?
(If no medical support ordered, complete finance updates and pass file to establishment
to modify order)
o Day Care Support Amount and effective date, emancipation date, frequency, who is
payer and payee(s). Is it per child/all order? Does Seasonal support or Abatement exist?
o If order does not specify a due date, then due date is the last day of the month the order
was granted.
· Adjudicated Judgment(s) for prior time periods. Includes:
o Monthly Judgment Payment Plan amount and effective date, frequency, who is payer
and payee(s)
o Judgment Amount Ordered, totals and time periods (from and to), who is payor and
payee(s)-- includes child support, and may include medical, and daycare.
Child Support Specialist Certification Job Profile Summary 41
June, 2003
o Other fees (interest not charged, genetic testing, attorney fees, court expenses), amount
and effective date, frequency, who is payor and payee(s)
o Determine multiple judgment financial balance case types
· Spousal Support includes:
o Monthly payment plan amount, effective date, frequency, who is payor and payee.
o Total amount ordered and time periods (from and to)
o Does not accrue interest
· Identify and update OSIS information on factors that affect distribution of money:
§ Determine Case Status (IV-D status).
§ Determine current case type. Is case non-public assistance (private) or is public assistance
involved: e.g. IV-A, IVE, non-IVE, OJA, Disability?
· If public assistance, determine if all cases (IV-A, IVE, non-IVE, Disability, OJA,
DHS/DDSD case type) have been cross referenced (CSRL screen)
§ CP factors -Verify and update appropriately:
· How many CPs are involved in this case? (check PS2 e.g. CM, CMM, EF screens, EB
screens, BN screens; OSIS e.g. CSML CCPI/U/A screens). If there are multiple CPs then
build separate obligations for each CP who has a balance.
· Verify CP address (e.g. OSIS: ASA, ADA/U/B, CCPA, etc)
· Check for multiple DCN/SSN numbers (e.g. OSIS: PY, FD, DCHG, USN, FCR, etc)
· Is CP instate/interstate or multiple interstate? (e.g. OSIS CSML/REFI screens)
· CP’s current Types of Households (4 types) (e.g. OSIS CSML, CHU, CPTPHI screens)
· Is appropriate CP current custody linked to appropriate child(ren)? (e.g. OSIS CSML,
CHU screens)
· Prior CP and child custody time periods (e.g. OSIS CHI/U/A, CSCPI/U screens)
· Is CP receiving or has received public assistance? (PS2 screens)
o Appropriate IV-A reference case person ID linked to the appropriate IV-D reference
case person ID (Using the most recent IV-A reference case person ID) (e.g. OSIS
CCPI/U/A screens)
o Dates and amount received CP received public assistance (PS2 screens, microfiche)
· If CP on special medical, update CSML case type to M (e.g. OSIS CSML/CHU/I/A
screens)
§ Child factors -Verify and update appropriately:
· Are all appropriate children listed? (e.g. OSIS CHI/U/A, CSML screens)
· Appropriate legal status for all children (e.g. OSIS CHI/U/A, CSML screens)
· Correct current child(ren)’s case type of the case (15+ types) (e.g. OSIS CHI/U, CSML
screens)
· Correct prior child(ren)’s case type (e.g. OSIS CHI/U, CSML screens)
· Are or have the children been in foster care, OJA or in DHS/DDSD? Need time period and
amounts. (PS2 screens)
o If children are in IVE or non-IVE foster care, is DHS custody linked to the children
and current case type is F or E (e.g. AS400; PS2; OSIS CHI/U/A, CSML, CSCPI/U
screens)
o If children are in IVE or non-IVE foster care relative placement, current case type is
P. Will need to build obligation for relative with correct CP sequence. (e.g. OSIS
CSML, CHI/U/A, OBLE/N/U/C screens; PS2 screens)
o If children are in OJA, make sure CP is built as OJA, current case type is P, and make
sure addresses are updated correctly. Will need to build obligation for OJA with correct
CP sequence. (e.g. PS2; OSIS ASA, ADA/U, CCPA/I/U, CHI/U/A, CSML, CSCPI/U)
Child Support Specialist Certification Job Profile Summary 42
June, 2003
o If children are in DHS/DDSD, make sure CP is built as DHS/DDSD current case type
is M, and make sure addresses is updated correctly with the child(ren)’s name(s). Will
need to build obligation for DHS/DDSD with correct CP sequence. (e.g. PS2; OSIS
ASA, ADA/U, CCPA/I/U, CHI/U/A, CSML, CSCPI/U)
· Are children included in public assistance grant (i.e. TANF) or disabled? (PS2 screens)
§ NCP factors -Verify and update appropriately:
· Does NCP have physical or legal custody and time periods? (e.g. PS2 screens)
· Is NCP is receiving Public Assistance? (e.g. PS2 screens)
· Verify NCP address (e.g. OSIS: ASA, ADA/U/B, CCPA, etc)
· Check for multiple DCN/SSN numbers (e.g. OSIS: PY, FD, DCHG, USN, FCR, etc)
Record Uncollected Payments (CFPA)
o The CFPA command is used to create a CFPL (List ) for documentation of uncollected payments
credited to the NCP by CP affidavit, letter, or receipts not processed by CSED distribution unit.
Arrears Computations (On arrears comp form)
o Read order(s) (See Review Case File section above)
o Compare issuances on KI1 screens to CFRR screens for cancelled by statute and returned warrants
o Include pertinent notes information on arrears comp form
§ Party information (CP, NCP, Child name and DOB, Case Number, OAH, last date of payment
received, beginning and ending date of current support, etc)
§ List pertinent order(s) to include effective date, seasonal, abatement, amounts, frequency,
per/all order, and emancipation date.
§ List judgment(s) to include time periods and amounts by case type
§ List any fees (e.g. genetic testing, etc)
§ List any other relevant information that affects money owed
o Check PS2 screens to review timelines for receipt of public assistance
o Input judgment amounts from court orders (i.e. private, state or assigned)
o Input child support by month due in appropriate categories (i.e. private, state or assigned) based on
rules of assignment
o Input receipts by month from CFRRP, CFRB/X, KR20 TC/TN/TP/TF#, CFPL, and CP Affidavit
of payments
o Check UNDL
o Input interest payments
o Calculate how much has been paid and ownership of balances
o Recalculate to display interest accrual
o Verify that payment total distribution on arrears comp matches distribution from payment records
(CFRRP, CFRB/X, KR20 TC/TN/TP/TF#, CFPL, and CP Affidavit of payments)
o Verify that proper distribution hierarchy was followed and make adjustments as needed
o Verify that balances on system (BVD) match balances on arrears comp
o Verify that interest balances on OSIS system match interest balances on arrears comp
o Print arrears comp form, sign, and file
Build or Update Obligation
o Check Obligation list screen (OBL) for number of obligations that are pended or completed, and if
completed: active/concurrent or terminated?
§ If there is a pended obligation, then create a new obligation or modification (OBLN screen)
Child Support Specialist Certification Job Profile Summary 43
June, 2003
§ If there are no obligations listed, create an obligation from an existing order (i.e. divorce
decree or other district court order) using OBLE screen
§ If there are completed obligations, update existing obligations using OBLU screen
§ If there are multiple CPs, decide if you need to create multiple obligations by creating a copy
of an existing obligation using OBLC or by using OBLE/N screen
o Add or update the information in the obligation fields from the orders and ensure data are correct
§ Obligation sequence (obligation sequence number)
§ Obligation type (type of obligation, 1 digit code: T, B, P, O)
§ Order type (type of order, 1 digit code: D=divorce, S=married/separated, P=paternity)
§ Procedural type (type of procedure, 1 digit code: e.g. A=administrative or J=judicial or
R=registration of foreign support order)
§ EPS field (Emancipation pro-ration suppression, 1 digit code: blank or S or N)
· EPS field should be blank ( ) at all times except should be suppressed (S) when you have
o Two or more children,
o Current support is owed on each child,
o Each child is with a different custodial parent and
o the order is an all-aggregate order.
o When one child emancipates, remove the EPS suppression code (S)
o If the EPS field has a suppression code (N), remove the N--the number of children on
the first page has to match the number of children on the child’s page(s) to remove the
N.
o If not filled in correctly, current support will not post correctly.
§ Plaintiff field (full legal name of plaintiff)
§ CP sequence (custodial parent sequence number) Affects PRWORA distribution/CP
balances/judgment and arrears balances.
§ Modification sequence (modification sequence number)
§ Defendant fields (full legal name of defendant)
§ Court date (date that original hearing was held (MMDDYY)--should not change unless order
is modified)
§ More judgment fields (Y/N if Y there are more than four judgments and you must use F8 to
view the next screen for judgment continuations)
§ Order number fields (District count number)
§ Legal order date (date legal order signed) Date that original order was signed (MMDDYY)--
should not change unless order is modified.
§ Admin order (administrative court order number)
§ Date signed (date order signed) Date that original order was signed (MMDDYY)--should not
change unless order is modified. Important for performance measures, document
generator (DOCGEN), and 30 month review and adjustment letters.
§ OK county number (2 digit code, 01-77). County number and county portion of FIPS code
must agree.
§ Legal county name (county name)
§ Foreign order registration date (date foreign order registered)
§ City (name of city)
§ State (two digit post office abbreviation)
§ FIPS (state, county, county sequence code for the controlling order) County number and
county portion of FIPS code must agree. If state portion of FIPS code=40, then interest
will automatically be calculated, else flag must be updated to charge interest.
Child Support Specialist Certification Job Profile Summary 44
June, 2003
§ IRSEQ (interstate referral sequence, 3 digit code: 001, 002, etc) Needs to be linked to the
interstate referral screens (REFU/I screens) If not linked appropriately money will
default to undistributed—will affect performance measures.
§ Interstate referral type (type of interstate referral, 1 digit code: O=outgoing or I=incoming)
Needs to be linked to the interstate referral screens (REFU/I screens) If not linked
appropriately money will default to undistributed—will affect performance measures.
§ IA? (Income assignment, 1 digit code: D, Y, O or N) Income assignment will be
automatically generated if the code if Y, O, or N, but will not generate if the code is a D.
If it is a Y or O money will distribute from an income assignment, but if it is N or D,
money will default to undistributed—will affect performance measures.
§ IA MO JG (Income assignment monthly judgment payment plan, amount of payment with two
decimal places) Should never be blank unless there is no judgment (even if the judgment
is paid in full). The income assignment will pull from this field on all obligations to collect
on arrears and/or interest. If a judgment is owed to multiple CPs, you may need to split
judgment payment plan between the multiple obligations for different time periods.
§ Order verification date (date obligation was build entered or modified, MMDDYY)
§ Order status (status of the order, 1 digit code – important for performance measures.
§ Pend issuance indicator (Not used)
§ Support Ordered Indicator (Y/N)
§ Medical Ordered (see medical ordered indicators to determine status of payor) – important
for performance measures.
§ Total Monthly Support (Current monthly support plus judgment payment)
§ Per child/All Order (P or A indicator)
§ Number of Children
§ Total Current Support (Current support only)
§ Termination Reason (Interstate cases only)
§ Date (termination reason date)
§ Other (Other termination reason)
§ Arrearages Verified (V/I indicator)
§ Spousal Support (Monthly spousal support amount)
§ Judgment Type (State, Assigned, Private, Genetic Testing fees or Interstate)
§ Effective Date (Date judgment becomes due)
§ Total (Total amount for the judgment)
§ Per (Frequency of payment; monthly, total, bi-weekly,etc.)
§ From date (Beginning of adjudicated period)
§ To date (End of adjudicated period)
Obligation: Screen Two
§ Obligation sequence number
§ Child Name
§ Child sequence
§ Included in this order? (Y/N)
§ Absent Parent Legal Status
§ Legal Status Date (Date the current legal status of child became effective) – must be updated
– important for performance measures.
§ Effective Date (Date current support becomes effective per order)
§ Amount (Current support)
§ Per (Frequency of payment)
§ From (Beginning date current support is ordered)
Child Support Specialist Certification Job Profile Summary 45
June, 2003
§ To (date of child’s 18th birthday or graduation, not to exceed age 19)
§ Child Support (amount due per month, weekly, etc.)
§ Seasonal (amount - used for support abatement periods)
§ Medical (Medical Support payments in addition to current support) – rarely used
§ Other (Used for any amounts other than child support and medical payments) – rarely used
Calculate Un-Reimbursed Assistance
o Calculate IV-D Total Expenditures
§ Identify AFDC expended (BN1 and BNO screens)
§ If TANF case was open prior to BNO screen, request microfiche (PS2 screens)
§ Read and correct microfiche (remove duplicate warrants and reduce monthly expenditure)
§ Identify disregards—current support payments (up to $50 per mo nth) issued to CP while on
assistance prior to Sept 1996 (KI1 C#, KI1 TC# screens)
o Calculate Total Collections
§ Identify money paid to state by NCP(s) and retained by state
· For payments retained 1992 through current date, check CFRR screen
· For payments retained prior to 1992, check KR20 TC# screen
o Calculate URA Balance – Total balance to be retained by state
§ = Total Expenditures minus Total Collections
Also see sample worksheet “What is URA?”
Child Support Specialist Certification Job Profile Summary 46
June, 2003
WHAT IS URA? (Un-Reimbursed public Assistance)
URA is the cumulative amount of assistance paid to a family for all months, which has not been repaid by
assigned support collections. The total amount of un-reimbursed assistance a state may recover through
the IV-D program is limited by the total amount of the assigned support obligations.
SAMPLE WORKSHEET FOR DETERMINING URA
Date: C#
Calculation Thru:
A. EXPENDITURES
AFDC Expended / BN1 $0.00
AFDC Expended / BNO $0.00
AFDC Expended prior to BNO $0.00 Based on Microfiche
**KI1 C# $0.00 Thru 09/96
**KI1 TC#...A $0.00
**KI1 TC#...B
Total Expended $0.00
B. COLLECTIONS
CFRR Totals "C" & "D" (NCP #1) $0.00 -FGN #
CFRR Totals "C" & "D" (NCP #2) $0.00 -FGN #
CFRR Totals "C" & "D" (NCP #3) $0.00 -FGN #
KR20 TC#....A $0.00
KR20 TC#....B $0.00
Total Collections $0.00
Total AFDC Expended $0.00
Less Total Collections $0.00
URA Balance $0.00
**KI1 screens will include both $50D's and escrow issuances. You will need to count all warrants on this screen
in your computations.
Child Support Specialist Certification Job Profile Summary 47
June, 2003
Returned Warrants
o Check AS400 screens for list of returned warrants (warrants that have been returned because of
bad payee address)
§ Review ASA for new verified address, if none, do manual locate (from CP, manual locate,
PML, etc), update address verification date and source, then use resolution indicators screen to
input correct address and reissue warrant.
§ If CP can not be located, refund to NCP or transfer to state balances
Calculate Interest
o By state statute, interest accrues on current child support arrears, and child support judgements at a
rate of 10% per annum from the point in time the debt was in incurred.
o Genetic testing fees, spousal support and attorney fees are exempt from interest.
o The following screens are used to review and adjust interest: INTQ, INTADJ, INTN, INTN1.
Foster Care or OJA
· Identify child welfare IV-E or non IV-E case custody of children (OSIS, PS2 screens)
· Determine IV-E or non IV-E Case Status (OSIS, AS400 screens).
· Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced,
· Update custody time periods on CSCPU screen – If there are multiple CPs, build additional
obligations as needed for each custody time period.
· Update ADU 20 with Address for distribution of payments
Warrants Cancelled by Statute
o Determine if warrant is cancelled by statute (KI1 screen)
o Determine if warrant should be: reissued, refunded to NCP or transferred to state balances
§ If warrant will be reissued to CP: Send CP Affidavit of Lost or Destroyed Warrant to be
notarized and returned to state office for reissue.
§ If warrant is to be refunded or transferred, notify state office (PNDL screen)
Undistributed Funds (UNDL)
o Review alpha list of undistributed funds in local office (UNDO screen)
o Select case for review
o Determine if there are any balances or current support owed (CRSF screen)
§ If no balances are owed to state or CP, resolve UNDL to interest or refund to NCP
§ Balances owed to state or CP: Determine reason funds have not distributed (e.g. at risk URA,
excess)
· Check income assignment IA deletion date on CSEA screen – Must be six zeros
(00/00/00) to distribute
· Check balance verification date
o If no BVD, prepare arrears computation for case distribution and interest calculation,
then add BVD date and adjustments as needed.
· Check CFFBI screen for correct case type, and credit balances.
o Resolve UNDL
§ Use CFR command to distribute UNDL directly to case
§ Notify state office to release funds. Use UNDR command with resolution indicator (R, T) and
CFN note.
Child Support Specialist Certification Job Profile Summary 48
June, 2003
Balance Accountability
o Read support orders
o Was the obligation(s) built correctly?
§ Were all court dates, effective, and signature dates entered correctly?
§ Was judgement distributed correctly?
§ Were from-to dates on child page entered correctly?
§ Was current monthly support entered correctly for each child?
o Prepare complete arrearage computation.
§ Was monthly child support distributed correctly?
§ Were payments distributed correctly?
o Correct CHU case types and time frame if needed.
o Make appropriate adjustments and transfers for correct balances per arrearage computation
o Update CSCU screen with balance verification date (BVD)
Over Payments
o Identified via arrears computation, verbal request from CP or NCP with receipt documentation of
direct payments, etc.
o Submit request to State Office Overpayment Unit to pursue CP for overpayment due to:
§ Bad debt--Money issued to CP that does not belong to that CP
§ Erroneous overpayment. – Money issued to CP in error
§ Wrongfully retained support –- CP retained payments while on public assistance
Case Financial Balance Adjustments--Adjust balances per arrears computation, CP affidavit, NCP
receipts, interstate payment history, etc.
o Adjust monthly due (CFAD screen)
o Adjust arrears (CFAR screen)
o Adjust judgement amount (CFAJ screen)
Federal and State Tax Offsets
o Federal offsets will be applied to state balances first, then private arrears, genetic tests, interest
(Can not be applied to current support).
o State offsets will be applied according to Family First hierarchy: private balances are paid first,
state balances, then interest owed.
PRWORA Distribution
o Funds should be distributed as mandated by Federal regulation (Personal Responsibility Work
Reconciliation Act) distribution hierarchy.
o Finance workers should have a thorough understanding of PRWORA distribution buckets.
Child Support Specialist Certification Job Profile Summary 49
June, 2003
CSS Survey: Tasks
The tasks for finance rated on average as extremely or very important were:
· Enter adjustments.
· Enter data on OSIS to build and update obligation.
· Read Order(s) to determine the amount, duration, and payor of support obligation.
· Prepare and update arrearage computations/record of payments.
· Record information in case log.
· Identify and update OSIS information on factors that affect distribution of money.
· Complete Balance Accountability.
· Calculate Un-reimbursed Assistance.
· Manually review Undistributed Payments.
· Calculate interest.
· Knows what information is needed in the case file for finance.
· Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred
payments, or detainment of direct payments by CP.
· Calculate prior support due.
The most time consuming tasks for finance (2% or more of time spent on task) were:
· Enter data on OSIS to build and update obligation. (11%)
· Prepare and update arrearage computations/record of payments. (8.3%)
· Enter adjustments. (7.9%)
· Complete Balance Accountability. (6%)
· Calculate interest. (5.3%)
· Calculate prior support due. (4.8%)
· Calculate Un-reimbursed Assistance. (4.2%)
· Manually review Undistributed Payments. (4.2%)
· Identify and update OSIS information on factors that affect distribution of money. (4.2%)
· Read Order(s) to determine the amount, duration, and payor of support obligation. (3.7%)
· Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred
payments, or detainment of direct payments by CP. (3%)
· Record information in case log. (2.6%)
· Close case if criteria are met for case closure. (2%)
See Appendix K for ratings of importance and amount of time spent on tasks for finance.
Child Support Specialist Certification Job Profile Summary 50
June, 2003
Fourteen tasks were rated as very important or as consuming 2% or more of finance specialists’ time.
Finance specialists indicated they spend about 11% of their time building obligations in OSIS, a little over
8% of their time preparing arrearage computations and almost 8% of their time entering adjustments.
They rated “entering adjustments” as their most important task followed by building obligations and
reading orders. Only one task rated on average as moderately important was rated as taking on average
2% or more of finance specialists’ time.
CSS Survey: Knowledge and Skills
The following knowledge and skills received an average rating of very important for finance. See
Appendix K for knowledge and skills ratings for finance.
Professional Behavior
· Understanding and abiding by the expectations for professional behavior, to include understanding
that CSS cannot give legal advice but can provide information on process; maintaining
confidentiality.
· Knowledge of which situations must be handled by an Attorney.
Task
Rank
Import-ance
Rank
% of
Time
Enter adjustments. 1 3.77 3 7.88
Enter data on OSIS to build and update obligation. 2.5 3.69 1 10.96
Read Order(s) to determine the amount, duration, and payer
of support obligation. 2.5 3.69 10 3.73
Prepare and update arrearage computations/record of
payments.
4 3.65 2 8.31
Complete Balance Accountability. 6 3.54 4 6.00
Identify and update OSIS information on factors that affect
distribution of money.
6 3.54 9 4.15
Record information in case log. 6 3.54 12 2.62
Calculate Unreimbursed Assistance. 8.5 3.46 7.5 4.19
Manually review Undistributed Payments. 8.5 3.46 7.5 4.19
Calculate interest. 10 3.42 5 5.31
Knows what information is needed in the case file for finance. 11 3.38 15 1.54
Submit State Office requests for adjustments 12 3.27 11 2.96
Calculate prior support due. 13 3.15 6 4.77
Close case if criteria are met for case closure. 15 2.12 13 2.00
0 5 10 15
Importance
% of Time
Child Support Specialist Certification Job Profile Summary 51
June, 2003
· Able to remain objective and represent interest of the State rather than the CP or NCP.
· Knowledge of when to ask for assistance from Office Manager or Attorney.
Analytical Skills:
· Attention to detail, accuracy, meticulous, thoroughness.
· Able to read and derive information from court orders.
· Able to compile and evaluate relevant information from various sources, make connections
between information, and determine appropriate actions.
· Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working
with numbers.
Child Support Knowledge
· Understanding the overall Child Support Enforcement process
Communication and Interpersonal Skills:
· Able to communicate with and interview parties and state entities to obtain information and
desired results. Able to keep conversations focused, maintain control of the situation, and redirect
focus when needed.
Computer Skills
· Proficient at entering data into OSIS.
· Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.
· Can use formulas in MS Excel to calculate arrears, interest, etc.
Legal
· Knowledge of legal process and terminology.
· Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS
policy. Able to use information to prepare appropriate pleadings and take appropriate action.
Organization Skills
· Able to manage high volume case load.
· Organizational Skills (a system of organizing and prioritizing tasks) and time management.
· Knowledge of where to find specifics on how to do a task and which information resources are the
most efficient.
Personal Attributes
· Desire to help children.
· Able to work well in stressful situations and not take your work home with you.
· Willing to seek information/assistance from co-workers.
· Confidence in ability to do your job.
Job Shadowing Summary
OSIS was used extensively by the three finance specialists who were shadowed. Deciding what to do
with undistributed payme nts involved knowing where in OSIS to look for the information needed to
decide to whom the money should be distributed. Finance specialists looked at receipts, obligations,
record of payments, and interest screens. All three used an e-mail template to e-mail the state office with
instructions on what to do with undistributed funds.
Child Support Specialist Certification Job Profile Summary 52
June, 2003
Building and updating obligations also involve extensive use of OSIS. One finance specialist researched
dates of service, linked child support case to the TANF case and updated dates of service in OSIS. The
finance specialist reviewed the order. No affidavit of payments was found in case file, so the finance
specialist updated Word templates for the cover letter and affidavit of payments to reflect the correct
customer information and specified the time period from the divorce decree date to the current date. Prior
to sending the affidavit of payments, the finance specialist checked PS2 and found new address for CP,
updated the address in OSIS and then printed the documents, signed and mailed.
All three finance specialists used an automated Excel spreadsheet to generate arrearage computations
(AC). After reading the order, locating the record of payments, and printing the OSIS receipts screen, the
specialist supplied the information requested by the Excel AC spreadsheet. The spreadsheet macro then
generated the AC. The specialist then updated payments made, TANF owed, checked the balances,
updated the obligation in OSIS, printed the AC, signed and had the AC notarized. There was usually
some time delay between updating the OSIS obligation and in OSIS displaying the updated information.
Specialists generally had to check OSIS several times to verify that the data was updated correctly. The
case file was typically then routed to enforcement. All three finance specialists used functionality of
Excel to drag a range of cell and fill in values. One used Alt tab key combination to toggle between OSIS
and Excel to enter payments rather than printing the OSIS screen.
Return warrant: The specialist checked PS2 and found new address for CP, then used e-mail template to
e-mail central office to mail checks to new address.
Case closure. CP requested case closure. Finance worker checked to make sure no TANF money was
owed and then closed case.
Finance specialists interacted via phone with custodial parents in response to CARE messages. One
specialist handled several walk-in customers. This involved interviewing the customer to determine what
was needed, then checking the case log and other OSIS screens (e.g. receipts), as well as the case file to
answer the customer’s questions.
Child Support Specialist Certification Job Profile Summary 53
June, 2003
Enforcement Job Area
Review Case File
Choose/Implement
appropriate
enforcement
action(s)
Modification
(if needed)
· Income Assignment
· Unemployment Benefits
· Federal Offset
· State Tax Offset
· FIDM
· Credit Bureau
· Passport
Automated
Processes
Manual
Processes
Prepare legal
pleadings
File pleadings with
court
Obtain service on
NCP
Hold settlement
conference
Hearing if needed
Order(s) entered by
court
Locate (if needed)
Monitor case and
take additional
action(s) as needed
Child Support Specialist Certification Job Profile Summary 54
June, 2003
Enforcement Job Profile
Goal: Enforce compliance with child support orders
Many automated remedies are initiated after the order is entered by finance, such as income withholding,
before manual processes are begun.
Oklahoma instate cases
Receive case file (has application and hopefully orders)
Compile Information on Case: ECE - Enforcement Case Evaluation (Ideal Process)
· review case,
· complete ECE form (Most information in OSIS), and
· figure out what needs to happen with the case
· what type of case is it?
· Non-Public Assistance Case
· Medical (determine if CP needs full service or medical only case)
· Public Assistance (TANF)
· Both PA and Non-PA
· check court docket for orders on the case
· request copies of orders (custody or support or modification) if needed
· check OSIS for child welfare case custody of kids (what court has power over child support order)
· State custody - Juvenile court supercedes other court orders for the specified child(ren).
· CP Custody
· Family Placement (Foster care
· Throughout process: Monitor case and close case if criteria are met for case closure
Modification (as needed)
· Prepare legal pleadings to modify order. e.g.
· Motion to modify an existing order (that does not currently include support)
· Order/Notice of Hearing
· Subpoena financial, child care and insurance documents
· File pleadings with court
· Obtain service on NCP
· Prepare investigator worksheet for personal service or affidavit of service for certified restricted
mail.
· If can’t serve NCP
· NCP not located: need additional locate
· NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP
· If mail is returned unclaimed and address has been verified and valid, attempt personal service
· If not sufficient time for second service attempt before court date and address is verified and
valid, announce stricken no-service to court, obtain alias notice of hearing
· If NCP is served, prepare for show cause hearing or settlement conference
Child Support Specialist Certification Job Profile Summary 55
June, 2003
· Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on
specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for
filing and present order to judge for signature and filing of document with court
· If no settlement agreement reached, Appear in Court
· NCP does not appear, default order for child support is entered
· NCP appears in court
· NCP acknowledges new support obligation and order is entered
· NCP does not acknowledge new support and hearing is held
Initiate Appropriate Enforcement Action(s)
(From ACTIONS AVAILABLE FOR NON-PAYMENT OF SUPPORT Poster S01089 OKDHS)
DEPRIVATION OF PROPERTY
Annual notice
· Yearly notification to parents of current and back support obligation. (may notify parties that 25% of
current support amount will be withheld as payment on past due support).
· Is generally the first course of action: how much NCP pays; to whom; starts legal process to obtain
payment plan for arrears; makes NCP responsible for notifying office of changes in address, provides
statutory notices to parties.
Income Assignment
· Automated and manual
· Usage: Automated process runs all the time
· Trigger: employment information is verified
· Process: Income Assignment is mailed to employer. Manual processes are required at the present
time to initiate withholding that increases payment by 25% of current support to be applied to past due
balances.
Unemployment Benefits
· Automated process to begin 1/1/03
· Usage: When appropriate
· Trigger: Received information that NCP is receiving unemployment
· Process: Check FCRL and PIEX to search for NCP UIB. If found, send referral to STO. If NCP is
receiving UIB out of state Initiate process with that state CS agency Trans 1 or trans 3 UIFSA
Federal Offset
· Automated
· Usage: Automated process runs all the time
· Trigger: Tax offset - NCP is owes minimum balance of $150 TANF or $500 non-public assistance
case; verified social security number of NCP and support order entered. All other Federal money
except VA Benefits - NCP has any balance due and is entitled to Federal money; Child must be under
age 18 for non-public assistance balances on tax refund offset; can intercept for child and spousal
support but not spousal support alone; cannot intercept federal taxes for costs such as genetic tests..
· Process: Automated system notifies federal government to intercept monies and send to State
Disbursement Unit.
State Tax Offset
· Automated
· Usage: Automated process runs all the time; Usually results in yearly collection.
· Trigger: NCP owes min balance of $50 and is entitled to a state Tax Refund
· Process: Automated system notifies OTC to intercept refund and send to State Disbursement Unit.
Child Support Specialist Certification Job Profile Summary 56
June, 2003
FIDM
· Automated and manual process
· Usage: Automated process runs all the time
· Trigger: Must have support order and be 3 months delinquent.
· Automated Process: System generates a levy freezing all accounts that the NCP has access to, in 21
days sends balance to State Disbursement Unit. Levy effective for 60 days.
· Manual Process is used for cases that do not meet the automated criteria. Review must be conducted
to determine if case meets criteria of support order and delinquency. No levy is required if there is
full and timely compliance with a payment plan and the levy would be inappropriate under the
circumstances.
Garnishment
· Not Automa ted
· Usage: Used to seize bank accounts, business accounts or other one-time seizures. (Used infrequently
as other remedies are more effective)
· Trigger: when an income assignment is not feasible or possible. Self-Employed NCP or NCP that has
rental prope